BUILDING CUSTOMER RETENTION IN ON-LINE TRANSPORTATION

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

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

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14

The Effect of a Market Orientation on Business Profitability

John C. Narver, Stanley F. Slater · Journal of Marketing · 1990 · 7.9K citations

Business, Marketing, Marketing Management +6

Market Orientation: Antecedents and Consequences

Bernard J. Jaworski, Ajay K. Kohli · Journal of Marketing · 1993 · 7.1K citations

Management, Organizational Behavior, Strategic Management +14