Industrial Marketing Management · 2020 · 48 citations · 78 references
BusinessMarketingMarketing ManagementCustomer Relationship ManagementMarketing StrategyRelationship MarketingBrand LoyaltyConsumer LoyaltyCustomer EngagementCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionB2b Customer LoyaltyB2b Customer RetentionCustomer Loyalty ManagementLoyalty MarketingThird-party Impacts
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The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 5.3K citations