Concepedia
Journal of Retailing · 1997 · 470 citations · 30 references
BusinessMarketingMarketing ManagementConsumer BehaviorServices MarketingCustomer SatisfactionMusic ConsumptionMusic Industry StudiesMusic ListeningMusic Consumer Behavior
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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
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations
Business, Marketing, Organizational Behavior +10
Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.
Norbert Schwarz, Gerald L. Clore · Journal of Personality and Social Psychology · 1983 · 4.8K citations
Social Sciences, Psychology, Social Psychology +14
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations
Business, Marketing, Marketing Management +17
Affect Grid: A single-item scale of pleasure and arousal.
James A. Russell, A. P. Weiss, Gerald A. Mendelsohn · Journal of Personality and Social Psychology · 1989 · 1.9K citations
Social Sciences, Behavioral Sciences, Psychology +10