The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
A measure of service quality for retail stores: Scale development and validation
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Cited by
Consumer Perceived Value: The Development of a Multiple Item Scale
Sweeney, J. C., & Soutar, G. N. (2001) · Journal of Retailing · doi:10.1016/s0022-4359(01)00041-0 · Cited by 6,643
eTailQ: dimensionalizing, measuring and predicting etail quality
Wolfinbarger, M., & Gilly, M. C. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00034-4 · Cited by 2,340
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017) · Journal of Service Research · doi:10.1177/1094670516679272 · Cited by 1,344
Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model
Fassnacht, M., & Koese, I. (2006) · Journal of Service Research · doi:10.1177/1094670506289531 · Cited by 515
SERV*OR: A managerial measure of organizational service orientation
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998) · Journal of Retailing · doi:10.1016/s0022-4359(99)80104-3 · Cited by 402
Individual Psychological Ownership: Concepts, Evidence, and Implications for Research in Marketing
Jussila, I., Tarkiainen, A., Sarstedt, M., & Hair, J. F. (2015) · Journal of Marketing Theory and Practice · doi:10.1080/10696679.2015.1002330 · Cited by 361
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
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E-Service Quality: Development of a Hierarchical Model
Blut, M. (2016) · Journal of Retailing · doi:10.1016/j.jretai.2016.09.002 · Cited by 328
Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G., & Wu, L. (2005) · International Marketing Review · doi:10.1108/02651330510602204 · Cited by 319
Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008) · Information Systems Research · doi:10.1287/isre.1070.0163 · Cited by 272
Elbeltagi, I., & Agag, G. (2016) · Internet Research · doi:10.1108/intr-10-2014-0244 · Cited by 232
Impact of service quality dimensions in internet banking on customer satisfaction
George, A., & Kumar, G. S. G. (2014) · DECISION · doi:10.1007/s40622-014-0028-2 · Cited by 145
Shopping trip value: do stores and products matter?
Diep, V. C. S., & Sweeney, J. C. (2008) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2007.10.002 · Cited by 122
Process drivers of e‐service quality: Analysis of data from an online rating site
Heim, G. R., & Field, J. M. (2007) · Journal of Operations Management · doi:10.1016/j.jom.2006.10.002 · Cited by 118
Muhammad Awan, H., Shahzad Bukhari, K., & Iqbal, A. (2011) · Journal of Islamic Marketing · doi:10.1108/17590831111164750 · Cited by 112
Shopping value orientation: Conceptualization and measurement
Kim, Y.-K., Lee, M.-Y., & Park, S.-H. (2014) · Journal of Business Research · doi:10.1016/j.jbusres.2012.06.006 · Cited by 100
The impact of user‐perceived e‐procurement quality on system and contract compliance
Brandon‐Jones, A., & Carey, S. (2011) · International Journal of Operations & Production Management · doi:10.1108/01443571111111928 · Cited by 58
Terblanche, N. S., & Boshoff, C. (2006) · South African Journal of Business Management · doi:10.4102/sajbm.v37i3.603 · Cited by 35
DeCelles, K. A., DeVoe, S. E., Rafaeli, A., & Agasi, S. (2019) · Personnel Psychology · doi:10.1111/peps.12292 · Cited by 35
Metadata
- Authors
- Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 1996-12
- Volume
- 24
- Issue
- 1
- Pages
- 3-16
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2087750581
- Cited by
- 1,920
- References
- 1
- FWCI
- 17.23
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
