Acta kinesiologica · 2017 · 17 citations · 26 references
ManagementOperations ManagementQuality ManagementService OperationsTotal Quality ManagementCustomer Experience ManagementCustomer SatisfactionCustomer Satisfaction ManagementService QualityService Quality ImprovementSpa ManagementPerceived Service QualityPerceived Service Quality MeasurementService Quality ModelsService Quality PerceptionSpa Operations
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An Index of Factorial Simplicity
Henry F. Kaiser · Psychometrika · 1974 · 14.2K citations
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SERVQUAL: review, critique, research agenda
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Albert Caruana · European Journal of Marketing · 2002 · 1.5K citations · Full text