Customer Loyalty: Toward an Integrated Conceptual Framework

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations

Total Quality Management, Customer Satisfaction, Service Quality +14

Competitive Strategy: Techniques for Analyzing Industries and Competitors

Michael E. Porter · 1980 · 16.8K citations

Industrial Organization, Competitive Advantage, Michael Porter +16

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Customer Satisfaction, Behavioral Decision Making, Consumer Study +24

Feeling and thinking: Preferences need no inferences.

Robert B. Zajonc · American Psychologist · 1980 · 7.8K citations · Full text

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations

Customer Satisfaction, Physical Surroundings, Consumer Research +20