articleTop 1% cited
Performance-only measurement of service quality: a replication and extension
Journal of Business Research · 2002 · Vol. 55(1) · pp. 17–31
Michael K. Brady✉(Boston College)J. Joseph Cronin(Florida State University)Richard R. Brand(Policy Analysis (United States))
Customer Service Quality and LoyaltyConsumer Retail Behavior StudiesEconomic and Environmental ValuationReplication (statistics)Service qualitySERVQUALQuality (philosophy)Service (business)Variance (accounting)Scale (ratio)PsychologyComputer scienceStatistics
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References
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Journal of Marketing · 1996 · 8,645 citations
Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.
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The American Customer Satisfaction Index: Nature, Purpose, and Findings
Journal of Marketing · 1996 · 3,791 citations
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Journal of Marketing · 1994 · 4,567 citations
A Conceptual Model of Service Quality and Its Implications for Future Research
Journal of Marketing · 1985 · 17,163 citations
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Journal of Marketing Research · 1980 · 9,866 citations
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