The DOI matches its Crossref record.
Service Quality: New Directions in Theory and Practice
Abstract
Discussing the latest research and theory in customer satisfaction and services marketing, the topics include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cited by
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
Bai, B., Law, R., & Wen, I. (2008) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2007.10.008 · Cited by 749
The role of affective factors on perceived cruise vacation value
Duman, T., & Mattila, A. S. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.11.014 · Cited by 652
Chen, S.-C., & Lin, C.-P. (2019) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2018.11.025 · Cited by 606
A cross-cultural study of switching barriers and propensity to stay with service providers
Patterson, P. G., & Smith, T. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00009-5 · Cited by 515
The Role of Flow Experience in Cyber-Game Addiction
Chou, T.-J., & Ting, C.-C. (2003) · CyberPsychology & Behavior · doi:10.1089/109493103322725469 · Cited by 497
A strategic framework for a profitable business model in the sharing economy
Kumar, V., Lahiri, A., & Dogan, O. B. (2018) · Industrial Marketing Management · doi:10.1016/j.indmarman.2017.08.021 · Cited by 482
Hsu, K.-T. (2012) · Journal of Business Ethics · doi:10.1007/s10551-011-1118-0 · Cited by 430
A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses
Brown, S. P., & Lam, S. K. (2008) · Journal of Retailing · doi:10.1016/j.jretai.2008.06.001 · Cited by 393
Research Note—Two Competing Perspectives on Automatic Use: A Theoretical and Empirical Comparison
Kim, S. S., Malhotra, N. K., & Narasimhan, S. (2005) · Information Systems Research · doi:10.1287/isre.1050.0070 · Cited by 381
Service value revisited: Specifying a higher-order, formative measure
Ruiz, D. M., Gremler, D. D., Washburn, J. H., & Carrión, G. C. (2008) · Journal of Business Research · doi:10.1016/j.jbusres.2008.01.015 · Cited by 361
Jeong, Y., & Kim, S. (2019) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-02-2019-0101 · Cited by 326
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
Wang, Y.-S., Yeh, C.-H., & Liao, Y.-W. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.09.004 · Cited by 222
The servicescape as an antecedent to service quality and behavioral intentions
Hooper, D., Coughlan, J., & R. Mullen, M. (2013) · Journal of Services Marketing · doi:10.1108/08876041311330753 · Cited by 183
Context and mobile services' value-in-use
Gummerus, J., & Pihlström, M. (2011) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2011.07.002 · Cited by 161
Do, Q. H., Kim, T. Y., & Wang, X. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103165 · Cited by 128
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
Value drivers and adventure tourism: A comparative analysis of Japanese and Western consumers
Williams, P., Soutar, G., Ashill, N. J., & Naumann, E. (2017) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2015-0116 · Cited by 60
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2012) · Computers in Human Behavior · doi:10.1016/j.chb.2012.04.017 · Cited by 51
Hui, G., Al Mamun, A., Reza, M. N. H., & Hussain, W. M. H. W. (2025) · Heliyon · doi:10.1016/j.heliyon.2024.e41156 · Cited by 35
Mexican Immigrant Mothers' Expectations for Children's Health Services
Clark, L., & Redman, R. W. (2007) · Western Journal of Nursing Research · doi:10.1177/0193945906297375 · Cited by 24
Metadata
- Authors
- Rust, R., & Oliver, R.
- Venue
- Sage eBooks
- Publisher
- SAGE Publications, Inc.
- Published
- 1994
- OpenAlex
- W659549537
- Cited by
- 1,701
- References
- 0
- FWCI
- 15.42
- Type
- book
- 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.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
