Using blueprinting and benchmarking to identify marketing resources that help co-create customer value

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

Firm Resources and Sustained Competitive Advantage

Jay B. Barney · Journal of Management · 1991 · 43.6K citations

Productivity, Resource-based View, Firm Performance +12

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

Evolving to a New Dominant Logic for Marketing

Stephen L. Vargo, Robert F. Lusch · Journal of Marketing · 2003 · 14.1K citations

Value Theory, Consumer Research, Dominant Logic +19

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Valarie A. Zeithaml · Journal of Marketing · 1988 · 12.7K citations · Full text

Total Quality Management, Customer Satisfaction, Consumer Study +18