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Measuring service quality: A hybrid methodology
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
inferredcites →https://doi.org/10.1002/npr.4040120210openalex-snapshot
Improving company performance through customer‐satisfaction measurement and management
inferredcites →https://doi.org/10.1002/smj.4250160105openalex-snapshot
Total quality management as competitive advantage: A review and empirical study
inferredcites →https://doi.org/10.1002/smj.4250160106openalex-snapshot
Stock market reactions to customer service changes
inferredcites →https://doi.org/10.1007/bf02894427openalex-snapshot
Focus group research dynamics and reporting: An examination of research objectives and moderator influences
inferredcites →https://doi.org/10.1016/0022-4359(94)90033-7openalex-snapshot
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
inferredcites →https://doi.org/10.1016/0024-6301(89)90028-9openalex-snapshot
The PIMS principles: Linking strategy to performance
inferredcites →https://doi.org/10.1016/0024-6301(93)90011-4openalex-snapshot
Innovation by listening carefully to customers
inferredcites →https://doi.org/10.1016/0024-6301(93)90133-zopenalex-snapshot
Using service to gain a competitive edge—The PROMPT approach
inferredcites →https://doi.org/10.1016/0024-6301(94)90208-9openalex-snapshot
Quality in services: The ‘softer’ side is ‘harder’ (and smarter)
inferredcites →https://doi.org/10.1016/0024-6301(95)00014-aopenalex-snapshot
Japanese approaches to customer satisfaction: Some best practices
inferredcites →https://doi.org/10.1016/0098-7913(93)90017-5openalex-snapshot
Journal of Applied Business Research
inferredcites →https://doi.org/10.1016/0148-2963(92)90022-4openalex-snapshot
An empirical assessment of the SERVQUAL scale
inferredcites →https://doi.org/10.1016/0749-5978(91)90016-mopenalex-snapshot
Belief, knowledge, and uncertainty: A cognitive perspective on subjective probability
inferredcites →https://doi.org/10.1016/s0022-4359(05)80006-5openalex-snapshot
Improving the measurement of service quality
inferredcites →https://doi.org/10.1016/s1320-1646(93)70298-1openalex-snapshot
Customer Perceptions of Service Quality in Retail Financial Institutions
inferredcites →https://doi.org/10.1080/0267257x.1995.9964326openalex-snapshot
Improving the quality of services marketing: Service (Re) design is the critical link
inferredcites →https://doi.org/10.1080/0267257x.1995.9964332openalex-snapshot
Perceived service quality and medical outcome: An interdisciplinary review and suggestions for future research
inferredcites →https://doi.org/10.1080/0267257x.1995.9964341openalex-snapshot
Measuring service quality: Is SERVQUAL now redundant?
inferredcites →https://doi.org/10.1080/09544129200000006openalex-snapshot
On the use of graphical techniques to describe profiles and quality
inferredcites →https://doi.org/10.1080/09652549500000007openalex-snapshot
Customer service as a competitive strategy
inferredcites →https://doi.org/10.1086/208564openalex-snapshot
A Multistage Model of Customers' Assessments of Service Quality and Value
inferredcites →https://doi.org/10.1097/01445442-199109000-00022openalex-snapshot
The Memory Jogger Plus+
inferredcites →https://doi.org/10.1108/02656719410056459openalex-snapshot
Total Quality Management in Services
inferredcites →https://doi.org/10.1108/03090569310026402openalex-snapshot
Importance‐Performance Analysis and the Measurement of Service Quality
inferredcites →https://doi.org/10.1108/08876049410053311openalex-snapshot
Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores
inferredcites →https://doi.org/10.1108/09544789410067871openalex-snapshot
Measuring Service Quality and Promoting Decentring
inferredcites →https://doi.org/10.1108/09564239410057663openalex-snapshot
A Study of Price and Quality in Service Operations
inferredcites →https://doi.org/10.1108/eum0000000003153openalex-snapshot
Monitoring research techniques
inferredcites →https://doi.org/10.1177/002224299405800110openalex-snapshot
SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality
inferredcites →https://doi.org/10.1177/002224299405800111openalex-snapshot
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment
inferredcites →https://doi.org/10.1177/002224299505900205openalex-snapshot
Return on Quality (ROQ): Making Service Quality Financially Accountable
inferredcites →https://doi.org/10.1177/0092070393211001openalex-snapshot
The Nature and Determinants of Customer Expectations of Service
inferredcites →https://doi.org/10.19030/jabr.v10i4.5904openalex-snapshot
Measuring Service Quality For Strategic Planning And Analysis In Service Firms
inferredcites →https://doi.org/10.2307/1252257openalex-snapshot
Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment
inferredcites →https://doi.org/10.2307/1252310openalex-snapshot
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
inferredcites →https://doi.org/10.2307/1252317openalex-snapshot
The Handbook for Focus Group Research
inferredcites →https://doi.org/10.2307/3151081openalex-snapshot
Marketing Research: Methodological Foundations
inferredcites →https://doi.org/10.4018/irmj.1995070101openalex-snapshot
Exploring a “Gap” Model of Information Services Quality
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5465/ame.1994.9503101072openalex-snapshot
Improving service quality in America: Lessons learned
inferredcites →https://doi.org/10.5465/amr.1994.9412271805openalex-snapshot
DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS
inferredcites →https://doi.org/10.5860/choice.30-2768openalex-snapshot
State of the art marketing research
What points at this work
Incoming claims: where this work appears in other papers’ reference lists and arguments.
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The Interplay between Quality Movement, Reputation and Funding on Private Students' Choice of Universities in Uganda
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Sanitation management of cooks in childcare centers in South Korea according to working duration and the type of childcare center: Importance-Performance Analysis
inferred← citeshttps://doi.org/10.1016/s0002-8223(01)80021-3openalex-snapshot
Services marketing skills, service quality attitudes and professional development needs of non-traditional dietitians
inferred← citeshttps://doi.org/10.1080/15475778.2016.1120612openalex-snapshot
A structural compendium on service quality and customer satisfaction: A survey of banks in India
inferred← citeshttps://doi.org/10.1108/02621710310454842openalex-snapshot
Enhancing supply chain practices through human resource management
inferred← citeshttps://doi.org/10.1108/09526861111150707openalex-snapshot
Service quality measurement: appointment systems in UK GP practices
inferred← citeshttps://doi.org/10.1108/09544780410523044openalex-snapshot
Conceptualizing total quality management in higher education
inferred← citeshttps://doi.org/10.1108/09564230010323723openalex-snapshot
Customer satisfaction and call centers: an Australian study
inferred← citeshttps://doi.org/10.1108/09604520310484725openalex-snapshot
Establishment and applications of the integrated model of service quality measurement
inferred← citeshttps://doi.org/10.1108/14635771211284288openalex-snapshot
Improving the service quality of ocean container carriers: an Indian case study
inferred← citeshttps://doi.org/10.1108/emjb-01-2014-0002openalex-snapshot
Measuring the quality of banking services targeting student population
inferred← citeshttps://doi.org/10.1108/ijlm-04-2014-0063openalex-snapshot
Measurement of logistics service quality in freight forwarding companies
inferred← citeshttps://doi.org/10.1109/icccis56430.2022.10037731openalex-snapshot
A Study on Effects of Innovation and Technology on Service Excellence:In Context to Indian Banking Sector
inferred← citeshttps://doi.org/10.1109/icccis56430.2022.10037745openalex-snapshot
An Investigation on Customer Satisfaction and Service Quality in the Indian Banking Sector: A Gender Comparison
inferred← citeshttps://doi.org/10.11606/d.3.2001.tde-15122006-181816openalex-snapshot
Qualidade de serviços nas organizações do terceiro setor .
inferred← citeshttps://doi.org/10.1177/135676670200800407openalex-snapshot
The measurement of perceived differences in service quality — The case of health spas in Slovenia
inferred← citeshttps://doi.org/10.1177/147078530404600401openalex-snapshot
A Review and Critique of Research Using Servqual
inferred← citeshttps://doi.org/10.1504/ijsom.2012.047622openalex-snapshot
A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry
inferred← citeshttps://doi.org/10.15199/48.2017.11.3openalex-snapshot
Wartości jako element kontekstu wewnętrznego w systemie zarządzania jakością
inferred← citeshttps://doi.org/10.18506/anemon.761611openalex-snapshot
Bireysel Bankacılıkta Hizmet Kalitesi ve Müşteri Memnuniyeti Üzerine Bir Araştırma: Kütahya İli Örneği
inferred← citeshttps://doi.org/10.19026/rjaset.5.4791openalex-snapshot
The Application of Total Quality Management and Knowledge Management in Health System
inferred← citeshttps://doi.org/10.19030/iber.v1i6.3942openalex-snapshot
A Comprehensive Model Of Customer Satisfaction In Hospitality And Tourism: Strategic Implications For Management
inferred← citeshttps://doi.org/10.20970/kasw.2009.61.2.005openalex-snapshot
Reliability and Validity of the Korean Version of SERVPERF: A Validation Study
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E-MÜŞTERİLERİN DEMOGRAFİK ÖZELLİKLERİNE GÖRE ALGI VE MEMNUNİYETLERİNDEKİ FARKLILIKLARIN İNCELENMESİ: GAZİANTEP İLİ ÖRNEĞİ
inferred← citeshttps://doi.org/10.22158/jepf.v2n1p57openalex-snapshot
Using SERVQUAL to Assess the Customer Satisfaction Level: A Study of an Urban Cooperative Bank
inferred← citeshttps://doi.org/10.33642/ijbass.v7n10p3openalex-snapshot
Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior
inferred← citeshttps://doi.org/10.33642/ijbass.v7n4p2openalex-snapshot
Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior
inferred← citeshttps://doi.org/10.3390/su13020504openalex-snapshot
Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials
inferred← citeshttps://doi.org/10.35409/ijbmer.2023.3501openalex-snapshot
AIRLINE SERVICE RECOVERY STRATEGIES AND PASSENGERS’ SATISFACTION IN NIGERIA
inferred← citeshttps://doi.org/10.3923/rjbm.2009.36.46openalex-snapshot
The Effects of Perceived Service Quality of Audit Firms on Satisfaction and Behavioural Intentions: A Research on the Istanbul Stock Exchange Listed Companies
inferred← citeshttps://doi.org/10.4018/978-1-5225-3628-4.ch009openalex-snapshot
Measuring the Service Quality of Services
inferred← citeshttps://doi.org/10.4018/978-1-5225-9550-2.ch004openalex-snapshot
The Affective Domain of E-Commerce
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The Affective Domain of E-Commerce
inferred← citeshttps://doi.org/10.4314/majohe.v7i1.1openalex-snapshot
Effect of Fees Policies on the Quality of University Education in Uganda
inferred← citeshttps://doi.org/10.4324/9781410615763-10openalex-snapshot
The Use of Existing Videoconferencing Technology to Deliver Video Remote Interpreting Services for Deaf Vocational Rehabilitation Clients
inferred← citeshttps://doi.org/10.5539/ibr.v6n12p134openalex-snapshot
A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013
inferred← citeshttps://doi.org/10.5539/ijbm.v5n6p113openalex-snapshot
Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty
inferred← citeshttps://doi.org/10.5840/pom20086326openalex-snapshot
Mapping and Measuring Service Quality: The Implications of Henri Bergson’s Philosophy
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Validating the American Customer Satisfaction Index Model in the Online Context: An Empirical Study of U.S. Consumer Electronics E-Tailers
inferred← citeshttps://doi.org/10.7433/s78.2009.03openalex-snapshot
Assessing service quality in a municipality: A study based on the perceptions of citizens and frontline employees
inferred← citeshttps://doi.org/10.7903/cmr.1101openalex-snapshot
Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers
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