Service quality: gaps in the Malaysian telemarketing industry

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

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

Business, Marketing, Marketing Management +14

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 4.9K citations

Business, Marketing, Marketing Management +13

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

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