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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

Exchange and Power in Social Life.

Robert Bierstedt, Peter M. Blau · American Sociological Review · 1965 · 13.8K citations

Social Sciences, Social Psychology, Sociology +15

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A. J. Grimes, L. L. Cummings, Barry M. Staw · Administrative Science Quarterly · 1986 · 11.2K citations

Management, Organization Studies, Organizational Behavior +9

Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.

Gordon Tullock, Albert O. Hirschman · The Journal of Finance · 1970 · 11K citations · Full text

Social Sciences, Economics, Political Science +15

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