Perceived service quality and customer satisfaction in a store performance framework

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

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J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

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Business, Marketing, Marketing Management +13

A National Customer Satisfaction Barometer: The Swedish Experience

Claes Fornell · Journal of Marketing · 1992 · 4.7K citations

Business, Business Economics, Strategic Management +12