Mitigating the effect of service encounters

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

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

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

Management, Hospitality Management, Organizational Behavior +15

A Multistage Model of Customers' Assessments of Service Quality and Value

Ruth N. Bolton, James H. Drew · Journal of Consumer Research · 1991 · 3K citations

Business, Marketing, Marketing Management +17

Measurement and evaluation of satisfaction processes in retail settings.

Richard L. Oliver · 1981 · 2.2K citations

Business, Marketing, Retail Management +14