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

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

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

1988 • 11,946 citations

Quasi-Experimentation: Design & Analysis Issues for Field Settings

1979 • 11,624 citations

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

1980 • 9,302 citations

An attributional theory of achievement motivation and emotion.

1985 • 6,805 citations

An approach to environmental psychology

1974 • 6,580 citations

A Service Quality Model and its Marketing Implications

1984 • 6,412 citations

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

1990 • 4,145 citations

An Investigation into the Determinants of Customer Satisfaction

1982 • 2,909 citations

Problems and Strategies in Services Marketing

1985 • 2,397 citations

Breaking Free from Product Marketing

1977 • 1,870 citations

Models of Consumer Satisfaction Formation: An Extension

1988 • 1,847 citations

Response Determinants in Satisfaction Judgments

1988 • 1,674 citations

Communication and Control Processes in the Delivery of Service Quality

1988 • 1,612 citations

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

1985 • 1,601 citations

Situational Variables and Consumer Behavior

1975 • 1,581 citations

Consumer Reactions to Product Failure: An Attributional Approach

1984 • 1,290 citations

Designing services that deliver

1984 • 1,263 citations

Path Analysis: Sociological Examples

1966 • 1,261 citations

Recent Attribution Research in Consumer Behavior: A Review and New Directions

1988 • 982 citations

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

1987 • 976 citations

A cognitive (attribution)-emotion-action model of motivated behavior: An analysis of judgments of help-giving.

1980 • 967 citations

"Spontaneous" causal thinking.

1985 • 946 citations

Predictability and Personalization in the Service Encounter

1987 • 926 citations

Combining results of independent studies.

1978 • 891 citations

Service Positioning through Structural Change

1987 • 811 citations

Marketing Strategies and Organizational Structures for Service Firms

1981 • 754 citations

The Causal Dimension Scale: A measure of how individuals perceive causes.

1982 • 652 citations

A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport

1987 • 608 citations

Planning the service encounter

1985 • 426 citations

Methods of research in social psychology

1976 • 383 citations

Impact of causal attributions on affective reactions to success and failure.

1982 • 332 citations

Current Issues in Attribution Theory and Research

1984 • 288 citations

Marketing Services by Managing the Environment

1982 • 254 citations

A Rating Scale for Measuring Product/ Service Satisfaction

1980 • 242 citations

Demand Artifacts in Laboratory Experiments in Consumer Research

1975 • 239 citations

A structural equation analysis of Weiner's attribution—affect model of helping behavior.

1986 • 222 citations

Effects of Esthetic Surroundings: I. Initial Effects of Three Esthetic Conditions Upon Perceiving “Energy” and “Well-Being” in Faces

1956 • 201 citations

Services marketing : new insights from consumers and managers

1981 • 189 citations

A Meta-Analysis of Effect Sizes in Consumer Behavior Experiments

1985 • 145 citations

Role playing: An alternative to deception?

1967 • 103 citations

Identifying Sources of Turnover Costs: A Segmental Approach

1990 • 88 citations

Packaging the Service Provider

1985 • 77 citations

Dissatisfaction Attributions and Consumer Complaint Behavior

1979 • 76 citations

Attitude Change

1982 • 41 citations

Comparison of power rates for combined probability procedures: A simulation study.

1986 • 17 citations

Can Role Playing Be Substituted For Actual Consumption

1984 • 16 citations

Marketing and Logical Deduction

1990 • 9 citations