Concepedia
Tourism Management · 2018 · 185 citations · 71 references
Customer SatisfactionTourism ManagementOnline Travel AgenciesBusinessHospitalityTourismDestination ManagementMarketingHospitality Management
71
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
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
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
William DeLone, Ephraim R. McLean · Journal of Management Information Systems · 2003 · 11.1K citations
Customer Satisfaction, Business Intelligence, Ten-year Update +14
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