Concepedia
International Journal of Hospitality Management · 1987 · 137 citations · 2 references
ReliabilityCustomer SatisfactionEngineeringService QualityService ResearchManagementHospitality Revenue ManagementBusinessHospitalityHotel ServicesTourismFacility ManagementService EnvironmentMotel ManagementHospitality Management
2
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
Total Quality Management, Customer Satisfaction, Service Quality +14
A Service Quality Model and its Marketing Implications
Christian Grönroos · European Journal of Marketing · 1984 · 6.4K citations
Total Quality Management, Customer Satisfaction, Perceived Service +12