Measuring Service Quality: A Reexamination and Extension

Harvard business review

1994 • 42,704 citations

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

A Paradigm for Developing Better Measures of Marketing Constructs

1979 • 12,283 citations

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

1980 • 9,302 citations

A Paradigm for Developing Better Measures of Marketing Constructs

1979 • 7,226 citations

Reliability and Validity Assessment

1979 • 5,286 citations

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

1990 • 4,240 citations

Delivering quality service: balancing customer perceptions and expectations

1990 • 3,960 citations

Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

1990 • 2,969 citations

A Multistage Model of Customers' Assessments of Service Quality and Value

1991 • 2,944 citations

An Investigation into the Determinants of Customer Satisfaction

1982 • 2,909 citations

Quality Is Free: The Art of Making Quality Certain

1979 • 2,612 citations

Service management and marketing: managing the moments of truth in service competition

1990 • 1,974 citations

A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

1991 • 1,253 citations

A Gap Analysis of Professional Service Quality

1989 • 990 citations

Modeling Consumer Satisfaction Processes Using Experience-Based Norms

1983 • 842 citations

Quality on the Line

1983 • 624 citations

Service Breakthroughs: Changing the Rules of the Game

1990 • 472 citations

What is Meant by Services?

1966 • 436 citations

Journal of Marketing Research

2012 • 327 citations

Journal of Marketing Research

1973 • 322 citations

Services marketing in a changing environment

1985 • 264 citations

A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes

1975 • 194 citations

The Nature and Uses of Expectancy-Value Models in Consumer Attitude Research

1972 • 154 citations

The Service Sector of the U.S. Economy

1981 • 89 citations

Gaining the Service Quality Advantage

1988 • 44 citations