A review of twenty years of SERVQUAL research
R Ladhari - International journal of quality and service sciences, 2009 - emerald.com
A review of twenty years of SERVQUAL research | Emerald Insight Books and journals Case
studies Expert Briefings Open Access Publish with us Advanced search A review of twenty years …
studies Expert Briefings Open Access Publish with us Advanced search A review of twenty years …
Perceived value: a critical examination of definitions, concepts and measures for the service industry
PE Boksberger, L Melsen - Journal of services marketing, 2011 - emerald.com
Purpose–The aim of this paper is to provide a literature review of the state‐of‐the‐art and up
to date concepts and measures undertaken in the research on perceived value. The …
to date concepts and measures undertaken in the research on perceived value. The …
A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong …
HC Wu, CC Cheng, CH Ai - Tourism management, 2018 - Elsevier
The purpose of this study is to identify the dimensions of experiential quality and investigate
the relationships among experiential quality, experiential value (emotional value and …
the relationships among experiential quality, experiential value (emotional value and …
A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention
HC Wu, MY Li, T Li - Journal of Hospitality & Tourism …, 2018 - journals.sagepub.com
This study aims at identifying the dimensions of experiential quality and investigating the
interrelationships among experiential quality, experiential value, experiential satisfaction …
interrelationships among experiential quality, experiential value, experiential satisfaction …
The effects of service quality on student loyalty: the mediating role of student satisfaction
S Annamdevula, RS Bellamkonda - Journal of Modelling in …, 2016 - emerald.com
Purpose Student loyalty in higher education sector helps college administrators to establish
appropriate programs that promote, establish, develop and maintain successful long-term …
appropriate programs that promote, establish, develop and maintain successful long-term …
A measure of service quality for retail stores: scale development and validation
PA Dabholkar, DI Thorpe, JO Rentz - Journal of the Academy of marketing …, 1996 - Springer
Current measures of service quality do not adequately capture customers' perceptions of
service quality for retail stores (ie, stores that offer a mix of goods and services). A …
service quality for retail stores (ie, stores that offer a mix of goods and services). A …
SERVQUAL: review, critique, research agenda
F Buttle - European Journal of marketing, 1996 - emerald.com
Since its launch in 1985, SERVQUAL has become a widely adopted technology for
measuring and managing service quality. Recently, a number of theoretical and operational …
measuring and managing service quality. Recently, a number of theoretical and operational …
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
T Hennig‐Thurau, A Klee - Psychology & marketing, 1997 - Wiley Online Library
Customer satisfaction with a company's products or services is often seen as the key to a
company's success and long‐term competitiveness. In the context of relationship marketing …
company's success and long‐term competitiveness. In the context of relationship marketing …
An empirical examination of a model of perceived service quality and satisfaction
RA Spreng, RD Mackoy - Journal of retailing, 1996 - Elsevier
Perceived service quality and satisfaction have generally been conceptualized to be distinct
constructs, but there isn't a good understanding of their relationship. While the two constructs …
constructs, but there isn't a good understanding of their relationship. While the two constructs …
A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
PA Dabholkar, CD Shepherd, DI Thorpe - Journal of retailing, 2000 - Elsevier
This study finds that factors relevant to service quality are better conceived as its
antecedents rather than its components and that customer satisfaction strongly mediates the …
antecedents rather than its components and that customer satisfaction strongly mediates the …