A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
暂无分享,去创建一个
[1] H. Spotts,et al. Developments in marketing science , 2000 .
[2] J. Jaccard,et al. LISREL Approaches to Interaction Effects in Multiple Regression , 1998 .
[3] Joseph O. Rentz,et al. A measure of service quality for retail stores: Scale development and validation , 1996 .
[4] Richard A. Spreng,et al. An empirical examination of a model of perceived service quality and satisfaction , 1996 .
[5] A. Parasuraman,et al. The Behavioral Consequences of Service Quality , 1996 .
[6] Banwari Mittal,et al. The role of personalization in service encounters , 1996 .
[7] Pratibha A. Dabholkar,et al. A Contingency Framework For Predicting Causality Between Customer Satisfaction and Service Quality , 1995 .
[8] Dawn Iacobucci,et al. Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer , 1995 .
[9] Amiya K. Basu,et al. Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry , 1994 .
[10] Stephen W. Brown,et al. Consumer satisfaction and perceived quality: Complementary or divergent constructs? , 1994 .
[11] Steven A. Taylor,et al. An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .
[12] R. Teas,et al. Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment , 1994 .
[13] Steven A. Taylor,et al. Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality , 1994 .
[14] Dawn Iacobucci,et al. The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration: Volume 3 , 1994 .
[15] A. Parasuraman,et al. Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .
[16] R. Teas,et al. Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality , 1993 .
[17] E. Anderson,et al. The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .
[18] Gilbert A. Churchill,et al. Improving the measurement of service quality , 1993 .
[19] A. Parasuraman,et al. More on improving service quality measurement , 1993 .
[20] Gilbert A. Churchill,et al. Caution in the Use of Difference Scores in Consumer Research , 1993 .
[21] V. Zeithaml,et al. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .
[22] Steven A. Taylor,et al. Measuring Service Quality: A Reexamination and Extension , 1992 .
[23] Emin Babakus,et al. An empirical assessment of the SERVQUAL scale , 1992 .
[24] W. Mangold,et al. Adapting the SERVQUAL scale to hospital services: an empirical investigation. , 1992, Health services research.
[25] R. Oliver,et al. The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction , 1991 .
[26] Ruth N. Bolton,et al. A Multistage Model of Customers' Assessments of Service Quality and Value , 1991 .
[27] Ruth N. Bolton,et al. A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes , 1991 .
[28] C. Lamb,et al. An Evaluation of the Servqual Scales in a Retailing Setting , 1991 .
[29] A. Parasuraman,et al. Refinement and reassessment of the SERVQUAL scale. , 1991 .
[30] Mary Jo Bitner,et al. Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .
[31] J. Carman. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .
[32] A. Parasuraman,et al. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .
[33] C. Grönroos. A Service Quality Model and its Marketing Implications , 1984 .
[34] L. Berry,et al. Emerging perspectives on services marketing , 1983 .
[35] R. Oliver,et al. Developing Better Measures of Consumer Satisfaction: Some Preliminary Results , 1981 .
[36] R. Oliver. Measurement and evaluation of satisfaction processes in retail settings. , 1981 .
[37] R. Westbrook. A Rating Scale for Measuring Product/ Service Satisfaction , 1980 .
[38] C. Gronroos. A Service‐Orientated Approach to Marketing of Services , 1978 .
[39] I. Ajzen,et al. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .