| Servqual: A multiple-item scale for measuring consumer perc A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 64 (1), 12, 1988 | 32449 | 1988 |
| A conceptual model of service quality and its implications for future research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 49 (4), 41-50, 1985 | 29948 | 1985 |
| Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence VA Zeithaml Journal of marketing 52 (3), 2-22, 1988 | 20683 | 1988 |
| Services marketing: Integrating customer focus across the firm VA Zeithaml, MJ Bitner, DD Gremler, A Pandit McGraw-Hill/Irwin, 2006 | 18279* | 2006 |
| The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 13879 | 1996 |
| Delivering quality service: Balancing customer perceptions and expectations VA Zeithaml, A Parasuraman, LL Berry, LL Berry Simon and Schuster, 1990 | 7800 | 1990 |
| Refinement and reassessment of the SERVQUAL scale A Parasuraman, LL Berry, VA Zeithaml Journal of retailing 67 (4), 420, 1991 | 6739 | 1991 |
| A dynamic process model of service quality: from expectations to behavioral intentions W Boulding, A Kalra, R Staelin, VA Zeithaml Journal of marketing research 30 (1), 7-27, 1993 | 5961 | 1993 |
| Reassessment of expectations as a comparison standard in measuring service quality: implications for further research A Parasuraman, VA Zeithaml, LL Berry Journal of marketing 58 (1), 111-124, 1994 | 5132 | 1994 |
| ES-QUAL: a multiple-item scale for assessing electronic service quality A Parasuraman, VA Zeithaml, A Malhotra Journal of service research 7 (3), 213-233, 2005 | 4185 | 2005 |
| The nature and determinants of customer expectations of service VA Zeithaml, LL Berry, A Parasuraman Journal of the academy of Marketing Science 21 (1), 1-12, 1993 | 3809 | 1993 |
| A critical review of consumer satisfaction Y Yi Review of marketing 4 (1), 68-123, 1990 | 3275 | 1990 |
| Service quality delivery through web sites: a critical review of extant knowledge VA Zeithaml, A Parasuraman, A Malhotra Journal of the academy of marketing science 30 (4), 362-375, 2002 | 3064 | 2002 |
| How cdnsuper evaluation processes dlffer between goods and serveces VA Zeithaml Conference: American Marketing Association First Services Marketing Conference, 1981 | 2836 | 1981 |
| Communication and control processes in the delivery of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 52 (2), 35-48, 1988 | 2631 | 1988 |
| Service quality, profitability, and the economic worth of customers: what we know and what we need to learn VA Zeithaml Journal of the academy of marketing science 28 (1), 67-85, 2000 | 2497 | 2000 |
| Understanding customer expectations of service A Parasuraman, LL Berry, VA Zeithaml Sloan management review 32 (3), 39-48, 1991 | 2460 | 1991 |
| Return on marketing: Using customer equity to focus marketing strategy RT Rust, KN Lemon, VA Zeithaml Journal of marketing 68 (1), 109-127, 2004 | 2431 | 2004 |
| Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 70 (3), 201-230, 1994 | 2427 | 1994 |
| Driving customer equity: How customer lifetime value is reshaping corporate strategy VA Zeithaml, KN Lemon, RT Rust Simon and Schuster, 2001 | 1931 | 2001 |
