Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty

Fuzzy sets

L. A. Zadeh · Information and Control · 1965 · 66.1K citations

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

The concept of a linguistic variable and its application to approximate reasoning-III

L. A. Zadeh · Information Sciences · 1975 · 12.2K citations

Computing, Computer Science, Knowledge Representation +3

Decision-Making in a Fuzzy Environment

Richard Bellman, L. A. Zadeh · Management Science · 1970 · 6.8K citations · Full text

Business, Decision Sciences, Decision Analysis +11