Extending the IT service quality measurement framework through a systematic literature review

Refinement and reassessment of the SERVQUAL scale.

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Journal of Retailing · 1991 · 4K citations

Education, Psychology, Quality Management +9

Delivering quality service: balancing customer perceptions and expectations

Choice Reviews Online · 1990 · 3.9K citations

Management, Marketing, Quality Management +17

Service Quality: A Measure of Information Systems Effectiveness

Leyland Pitt, Richard T. Watson, C. Bruce Kavan · MIS Quarterly · 1995 · 1.8K citations

Business, Information Systems, Marketing +10

The Goal Question Metric Approach

Victor R. Basili, Gianluigi Caldiera, H. Dieter Rombach · 1994 · 1.6K citations

Management, Project Management, Quality Management +17

Internal branding: an enabler of employees' brand‐supporting behaviours

Khanyapuss Punjaisri, Heiner Evanschitzky, Alan Wilson · Journal of service management · 2009 · 286 citations · Full text

Management, Hospitality Management, Organizational Behavior +8