Parasuraman, A.

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

Technology Readiness Index (Tri): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies

Parasuraman, A. (2000) · Journal of Service Research

Technology Adoption and User BehaviourCustomer Service Quality and Loyalty

Cited by 3,328

Customer experience creation: Determinants, dynamics and management strategies

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing

Consumer Retail Behavior StudiesCustomer Service Quality and Loyalty

Cited by 3,140

Service quality delivery through web sites: a critical review of extant knowledge

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyDigital Marketing and Social Media

Cited by 2,729

The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions

Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002) · Journal of Marketing

Consumer Retail Behavior StudiesConsumer Market Behavior and Pricing

Cited by 2,257

Service research priorities in a rapidly changing context

Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research

Service and Product InnovationCustomer Service Quality and Loyalty

Cited by 1,469

Reflections on gaining competitive advantage through customer value

Parasuraman, A. (1997) · Journal of the Academy of Marketing Science

Customer Service Quality and LoyaltyCustomer churn and segmentation

Cited by 941