Service quality and business performance in the UK hotel industry

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

Measurement of Business Performance in Strategy Research: A Comparison of Approaches

N. Venkatraman, Vasudevan Ramanujam · Academy of Management Review · 1986 · 3.4K citations · Full text

Business, Strategic Management, Strategy +16

Measurement of Business Performance in Strategy Research: A Comparison of Approaches

N. Venkatraman, Vasudevan Ramanujam · Academy of Management Review · 1986 · 2K citations

Business, Strategic Management, Strategy +16

Return on Quality (ROQ): Making Service Quality Financially Accountable

Roland T. Rust, Anthony J. Zahorik, Timothy L. Keiningham · Journal of Marketing · 1995 · 1.5K citations

Management, Accounting, Quality Management +16