Concepedia
Journal of Retailing and Consumer Services · 2013 · 97 citations · 39 references
Customer SatisfactionService Quality DimensionsService QualityService ResearchSuperior CustomerManagementBusinessConsumer ResearchConsumer BehaviorRetail BankingMarketingService EnvironmentCustomer LoyaltyMexican Consumers
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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
A. Parasuraman · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text
A Conceptual Model of Service Quality and Its Implications for Future Research
A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations
Total Quality Management, Customer Satisfaction, Service Quality +14
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Valarie A. Zeithaml · Journal of Marketing · 1988 · 12.7K citations · Full text
Total Quality Management, Customer Satisfaction, Consumer Study +18
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.8K citations
Total Quality Management, Customer Satisfaction, Service Quality Construct +14
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.6K citations
Customer Satisfaction, Aggregate Level, Service Quality +11