The DOI matches its Crossref record; 57 of the 57 references it cites were found in a registry or an index.
Service quality in higher education: The role of student expectations
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Citations
Cites
(1998) · Sage eBooks · Cited by 38,631
The Nature and Determinants of Customer Expectations of Service
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993) · Journal of the Academy of Marketing Science · doi:10.1177/0092070393211001 · Cited by 2,663
A Means-End Chain Model Based on Consumer Categorization Processes
Gutman, J. (1982) · Journal of Marketing · doi:10.2307/3203341 · Cited by 2,625
The Management of Customer-Contact Service Employees: An Empirical Investigation
Hartline, M. D., & Ferrell, O. C. (1996) · Journal of Marketing · doi:10.1177/002224299606000406 · Cited by 1,920
Critical Service Encounters: The Employee's Viewpoint
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994) · Journal of Marketing · doi:10.1177/002224299405800408 · Cited by 1,821
Laddering theory, method, analysis, and interpretation.
Reynolds, T. J., & Gutman, J. A. (2001) · Journal of Advertising Research · doi:10.4324/9781410600844-9 · Cited by 1,766
A performance indicator of teaching quality in higher education: The Course Experience Questionnaire
Ramsden, P. (1991) · Studies in Higher Education · doi:10.1080/03075079112331382944 · Cited by 1,289
Harvey, L., & Green, D. (1993) · Assessment & Evaluation in Higher Education · doi:10.1080/0260293930180102 · Cited by 1,278
The Role of Emotions in Service Encounters
Mattila, A. S., & Enz, C. A. (2002) · Journal of Service Research · doi:10.1177/1094670502004004004 · Cited by 808
Customer participation in service production and delivery.
Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990) · Journal of Retailing · Cited by 760
Cited by
Examining student satisfaction with higher education services: Using a new measurement tool
Gruber, T., Fuß, S., Voss, R., & Gläser‐Zikuda, M. (2010) · International Journal of Public Sector Management · doi:10.1108/09513551011022474 · Cited by 428
Self-citationPai, P., & Arnott, D. C. (2013) · Computers in Human Behavior · doi:10.1016/j.chb.2012.06.025 · Cited by 263
Ramamoorthy, R., Gunasekaran, A., Roy, M., Rai, B. K., & Senthilkumar, S. A. (2018) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2016.1240611 · Cited by 46
Metadata
- Authors
- Voss, R., Gruber, T., & Szmigin, I.
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2007-09
- Volume
- 60
- Issue
- 9
- Pages
- 949-959
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W251743883
- Cited by
- 383
- References
- 57
- FWCI
- 59.47
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
Statistics and arithmetic are recomputed, not judged.
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How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Service quality in higher education: The role of student expectations. https://app.cochat.ai/papers/10.1016/j.jbusres.2007.01.020
- The paper
- Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2007.01.020
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.
