Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 10K citations

Management, Marketing, Quality Management +16

Behavioral inhibition, behavioral activation, and affective responses to impending reward and punishment: The BIS/BAS Scales.

Charles S. Carver, Teri L. White · Journal of Personality and Social Psychology · 1994 · 7.1K citations

Social Sciences, Behavioral Sciences, Psychology +14

The Behavioral Consequences of Service Quality

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 5.3K citations

Business, Marketing, Marketing Management +14

Whence Consumer Loyalty?

Richard L. Oliver · Journal of Marketing · 1999 · 4.7K citations

Business, Marketing, Marketing Management +10

Relational Benefits in Services Industries: The Customer's Perspective

Kevin P. Gwinner, Dwayne D. Gremler, M. J. Bitner · Journal of the Academy of Marketing Science · 1998 · 2.3K citations

Business, Marketing, Marketing Management +14