The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
SERVQUAL: review, critique, research agenda
Abstract
Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
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Citations
Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190
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 Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
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
Construct Validity: A Review of Basic Issues and Marketing Practices
Peter, J. P. (1981) · Journal of Marketing Research · doi:10.2307/3150948 · Cited by 1,189
Modeling Loss Aversion and Reference Dependence Effects on Brand Choice
Hardie, B. G. S., Johnson, E. J., & Fader, P. S. (1993) · Marketing Science · doi:10.1287/mksc.12.4.378 · Cited by 903
Cited by
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583
Cristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance
Tsoukatos, E., & Rand, G. K. (2006) · Managing Service Quality: An International Journal · doi:10.1108/09604520610686746 · Cited by 263
Priporas, C.-V., Stylos, N., Rahimi, R., & Vedanthachari, L. N. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2016-0420 · Cited by 228
Rodgers, W., Negash, S., & Suk, K. (2005) · Psychology & Marketing · doi:10.1002/mar.20061 · Cited by 207
Quality and image of banking services: a comparative study of conventional and Islamic banks
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017) · International Journal of Bank Marketing · doi:10.1108/ijbm-08-2016-0111 · Cited by 99
The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty
Alshurideh, D. M. T., Al-Hawary, S. I. S., Mohammad, A. M. E., Al-Hawary, A. A., & Al Kurdi, B. H. (2017) · Journal of Management Research · doi:10.5296/jmr.v9i2.10664 · Cited by 65
Graham Saunders, S. (2008) · Managing Service Quality: An International Journal · doi:10.1108/09604520810898820 · Cited by 28
(2012)
Metadata
- Authors
- Buttle, F.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 1996-01-01
- Volume
- 30
- Issue
- 1
- Pages
- 8-32
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2062182591
- Cited by
- 1,735
- References
- 8
- FWCI
- 21.93
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
