Passenger perceptions of service quality: Korean and Australian case studies

Customer satisfaction with services: putting perceived value into the equation

Gordon H.G. McDougall, Terrence J. Levesque · Journal of Services Marketing · 2000 · 1.8K citations

Business, Marketing, Marketing Management +12

Service Quality and Customer Loyalty in the Commercial Airline Industry

Peter L. Ostrowski, Terrence V. O′Brien, Geoffrey L. Gordon · Journal of Travel Research · 1993 · 501 citations

Business, Marketing, Marketing Management +17

Determinants of customer‐perceived service quality: a confirmatory factor analysis approach

G.S. Sureshchandar, Chandrasekharan Rajendran, R. N. Anantharaman · Journal of Services Marketing · 2002 · 381 citations

Business, Marketing, Consumer Behavior +11

Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers.

Jin Woo Park, Rodger Robertson, Cheng‐Lung Wu · 2005 · 87 citations

Business, Marketing, Psychology +14

Defensive strategies for managing satisfaction and loyalty in the service industry

Laurette Dubé, Manfred F. Maute · Psychology and Marketing · 1998 · 56 citations

Business, Marketing, Strategic Management +14