Concepedia
Tourism Management · 2001 · 756 citations · 38 references
38
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
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
Management, Marketing, Quality Management +16
Availability: A heuristic for judging frequency and probability
Amos Tversky, Daniel Kahneman · Cognitive Psychology · 1973 · 9.9K citations
Business, Decision Sciences, Decision Theory +9
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations
Business, Marketing, Social Psychology +15
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations
Business, Marketing, Marketing Management +13