Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries

Multivariate Data Analysis.

H. Herne, William W. Cooley, Paul R. Lohnes · Journal of the Royal Statistical Society Series A (General) · 1973 · 35.9K citations

Natural Sciences, Data Science, Categorical Data Analysis +13

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

The Commitment-Trust Theory of Relationship Marketing

Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 17.4K citations

Business, Marketing, Marketing Management +10

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

Business, Marketing, Marketing Management +17

Competitive advantage, creating and sustaining superior performance

Kurt Ernst Weil · LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Científicas) · 1985 · 10.4K citations · Full text

Management, Strategic Management, Strategy +14