Berry, Leonard L.

A conceptual model of service quality and its implications for future research

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 21,645

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 21,118

The Behavioral Consequences of Service Quality

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 12,003

Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 3,322

An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 1,029

The Promise of Lean in Health Care

Toussaint, J. S., & Berry, L. L. (2013) · Mayo Clinic Proceedings

Healthcare Quality and ManagementQuality and Supply Management

Cited by 421

A Conceptual Framework for the Domain of Evidence-Based Design

Ulrich, R. S., Berry, L. L., Quan, X., & Parish, J. T. (2010) · HERD: Health Environments Research & Design Journal

Healthcare Facilities Design and SustainabilityFacilities and Workplace Management

Cited by 279