| Servqual: A multiple-item scale for measuring consumer perc A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 64 (1), 12, 1988 | 52032 | 1988 |
| A conceptual model of service quality and its implications for future research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 49 (4), 41-50, 1985 | 45559 | 1985 |
| Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence VA Zeithaml Journal of marketing 52 (3), 2-22, 1988 | 33092 | 1988 |
| Services marketing: Integrating customer focus across the firm VA Zeithaml, MJ Bitner, DD Gremler McGraw-Hill, 2018 | 29289* | 2018 |
| The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 21274 | 1996 |
| Delivering quality service: Balancing customer perceptions and expectations VA Zeithaml, A Parasuraman, LL Berry Simon and Schuster, 1990 | 11658 | 1990 |
| Refinement and reassessment of the SERVQUAL scale A Parasuraman, LL Berry, VA Zeithaml Journal of retailing 67 (4), 420, 1991 | 9063 | 1991 |
| A dynamic process model of service quality: from expectations to behavioral intentions W Boulding, A Kalra, R Staelin, VA Zeithaml Journal of marketing research 30 (1), 7-27, 1993 | 7958 | 1993 |
| ES-QUAL: A multiple-item scale for assessing electronic service quality A Parasuraman, VA Zeithaml, A Malhotra Journal of service research 7 (3), 213-233, 2005 | 7616 | 2005 |
| Reassessment of expectations as a comparison standard in measuring service quality: implications for further research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 58 (1), 111-124, 1994 | 7238 | 1994 |
| The nature and determinants of customer expectations of service VA Zeithaml, LL Berry, A Parasuraman Journal of the academy of Marketing Science 21, 1-12, 1993 | 5173 | 1993 |
| Service quality delivery through web sites: a critical review of extant knowledge VA Zeithaml, A Parasuraman, A Malhotra Journal of the academy of marketing science 30 (4), 362-375, 2002 | 4803 | 2002 |
| Communication and control processes in the delivery of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 52 (2), 35-48, 1988 | 3736 | 1988 |
| How consumer evaluation processes differ between goods and services VA Zeithaml Marketing of services 9 (1), 25-32, 1981 | 3683 | 1981 |
| Service quality, profitability, and the economic worth of customers: what we know and what we need to learn VA Zeithaml Journal of the academy of marketing science 28, 67-85, 2000 | 3578 | 2000 |
| Understanding customer expectations of service A Parasuraman, LL Berry, VA Zeithaml MIT sloan management review, 1991 | 3536 | 1991 |
| Marketing de servicios VA Zeithaml Biblioteca Hernán Malo González, 2009 | 3365 | 2009 |
| Return on marketing: Using customer equity to focus marketing strategy RT Rust, KN Lemon, VA Zeithaml Journal of marketing 68 (1), 109-127, 2004 | 3283 | 2004 |
| Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 70 (3), 201-230, 1994 | 3249 | 1994 |
| Driving customer equity: How customer lifetime value is reshaping corporate strategy VA Zeithaml, KN Lemon, RT Rust Simon and Schuster, 2001 | 2382 | 2001 |
A ParasuramanProfessor of Marketing, University of Miami在 miami.edu 的电子邮件经过验证
