The DOI matches its Crossref record; 32 of the 32 references it cites were found in a registry or an index.
Service quality, customer satisfaction, and customer value: A holistic perspective
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Citations
Cites
On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163
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
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
Assessing construct validity in organizational research
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991) · Administrative Science Quarterly · doi:10.2307/2393203 · Cited by 6,621
Satisfaction: a behavioral perspective on the consumer
(2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042
Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991) · Journal of Marketing Research · doi:10.1177/002224379102800305 · Cited by 5,853
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996) · Journal of Marketing · doi:10.2307/1251898 · Cited by 4,736
Customer value: The next source for competitive advantage
Woodruff, R. B. (1997) · Journal of the Academy of Marketing Science · doi:10.1007/bf02894350 · Cited by 4,656
Cited by
What can big data and text analytics tell us about hotel guest experience and satisfaction?
Xiang, Z., Schwartz, Z., Gerdes, J. H., & Uysal, M. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2014.10.013 · Cited by 953
El-Adly, M. I. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.007 · Cited by 613
Konuk, F. A. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.05.005 · Cited by 594
Wang, Y., Lo, H.-P., & Yang, Y. (2004) · Information Systems Frontiers · doi:10.1023/b:isfi.0000046375.72726.67 · Cited by 438
Assessing tourist behavioral intentions through perceived service quality and customer satisfaction
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2006.10.014 · Cited by 396
Metadata
- Authors
- Oh, H.
- Venue
- International Journal of Hospitality Management
- Publisher
- Elsevier BV
- Published
- 1999-03
- Volume
- 18
- Issue
- 1
- Pages
- 67-82
- ISSN
- 0278-4319 (ISSN-L)
- OpenAlex
- W2154403760
- Cited by
- 1,085
- References
- 32
- FWCI
- 10.42
- 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.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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How to cite
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- CoChat. (2026). Citation check: Service quality, customer satisfaction, and customer value: A holistic perspective. https://app.cochat.ai/papers/10.1016/s0278-4319(98)00047-4
- The paper
- Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management. https://doi.org/10.1016/s0278-4319(98)00047-4
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.
