eCCIq: The quality of electronic customer-to-customer interaction

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

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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

A Paradigm for Developing Better Measures of Marketing Constructs

Gilbert A. Churchill · Journal of Marketing Research · 1979 · 12.7K citations

Business, Marketing, Marketing Management +2

Measuring Service Quality: A Reexamination and Extension

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

Business, Marketing, Marketing Management +13

A Service Quality Model and its Marketing Implications

Christian Grönroos · European Journal of Marketing · 1984 · 6.5K citations

Business, Marketing, Marketing Management +14