Concepedia
Industrial Marketing Management · 2007 · 96 citations · 108 references
Customer SatisfactionService QualityOrganizational CommunicationService ResearchService StudyManagementBusinessService Encounter QualityMarketing
108
Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives
Li‐tze Hu, Peter M. Bentler · Structural Equation Modeling A Multidisciplinary Journal · 1999 · 101.4K citations
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60K citations
Customer Satisfaction, Quality Of Life, Measurement Theory +18
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
A. Parasuraman · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text
The Commitment-Trust Theory of Relationship Marketing
Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 17.4K citations
Relationship Marketing, Customer Satisfaction, Media Marketing +15
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