The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

1988 • 20,445 citations

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

1985 • 16,328 citations

Content Analysis in Consumer Research

1977 • 2,255 citations

The Analysis of Cross-Classified Categorical Data

1979 • 1,941 citations

Classifying Services to Gain Strategic Marketing Insights

1983 • 1,801 citations

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

1985 • 1,601 citations

Employee and customer perceptions of service in banks: Replication and extension.

1985 • 1,278 citations

Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry

1987 • 976 citations

Predictability and Personalization in the Service Encounter

1987 • 926 citations

Where does the customer fit in a service operation?

1978 • 840 citations

How to measure service orientation.

1984 • 453 citations

Sources of consumer satisfaction with retail outlets.

1981 • 378 citations

The situational interview.

1980 • 370 citations

Studies in the reliability and validity of the critical incident technique.

1964 • 324 citations

Managing services : marketing, operations, and human resources

1988 • 322 citations

Applied categorical data analysis

1987 • 314 citations

Marketing Theory: The Philosophy of Marketing Science

1983 • 294 citations

Buyers' and Sellers' Explanations for Product Failure: Who Done It?

1986 • 175 citations

Do people do what they say? Further studies on the situational interview.

1984 • 166 citations

The Subsiding Sizzle: A Descriptive History of Print Advertising, 1900–1980

1985 • 159 citations

A Script-theoretic Analysis of Industrial Purchasing Behavior

1984 • 142 citations

The reliability and validity of the critical incident technique: A closer look.

1974 • 140 citations

Assessment of Psychological States Through Content Analysis of Verbal Communications

1986 • 128 citations

Material Values in the Comics: A Content Analysis of Comic Books Featuring Themes of Wealth

1987 • 118 citations

Development and evaluation of the "accomplishment record" method of selecting and promoting professionals.

1984 • 92 citations

Consumer Response to Dissatisfaction With Services and Intangibles

1978 • 90 citations

PERCEIVED DETERMINANTS OF HIGH AND LOW PRODUCTIVITY IN THREE OCCUPATIONAL GROUPS: A CRITICAL INCIDENT STUDY [1]

1981 • 64 citations

Critical Requirements for Cooperating Teachers

1984 • 56 citations

Measuring Social Values: A Content Analysis of Sunday Comics and Underground Comix

1986 • 56 citations

Deleted Work

1955 • 0 citations