The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Merging service quality and service satisfaction. An empirical test of an integrative model
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Citations
Cites
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241
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
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Cited by
Bloemer, J., de Ruyter, K., & Peeters, P. (1998) · International Journal of Bank Marketing · doi:10.1108/02652329810245984 · Cited by 804
Self-citationBahadur, W., Aziz, S., & Zulfiqar, S. (2018) · Cogent Business & Management · doi:10.1080/23311975.2018.1491780 · Cited by 126
Metadata
- Authors
- de Ruyter, K., Bloemer, J., & Peeters, P.
- Venue
- Journal of Economic Psychology
- Publisher
- Elsevier BV
- Published
- 1997-06
- Volume
- 18
- Issue
- 4
- Pages
- 387-406
- ISSN
- 0167-4870 (ISSN-L)
- OpenAlex
- W2011677878
- Cited by
- 285
- References
- 6
- FWCI
- 6.13
- 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.
