Once more, with feeling: Empathy and technology in customer care

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

Empathy: a social psychological approach

Choice Reviews Online · 1996 · 1.8K citations

Social Sciences, Psychology, Social Psychology +10

Customer Metrics and Their Impact on Financial Performance

Valarie A. Zeithaml · Marketing Science · 2006 · 913 citations

Business, Marketing, Marketing Management +17

Customer Satisfaction, Cash Flow, and Shareholder Value

Thomas S. Gruca, Lopo L. Rego · Journal of Marketing · 2005 · 753 citations

Business, Business Economics, Finance +17

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Claes Fornell, Sunil Mithas, Forrest V. Morgeson et al. · Journal of Marketing · 2005 · 748 citations

Business, Finance, Marketing +13