追蹤
Valarie Zeithaml
Valarie Zeithaml
在 unc.edu 的電子郵件地址已通過驗證
標題
引用次數
引用次數
年份
Servqual: A multiple-item scale for measuring consumer perc
A Parasuraman, VA Zeithaml, LL Berry
Journal of retailing 64 (1), 12, 1988
531851988
A Conceptual Model Service Quality and Its Implications for Future Research
A Parasuraman
Journal of Marketing 42, 1985
464511985
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
336721988
Services marketing: Integrating customer focus across the firm
VA Zeithaml, MJ Bitner, DD Gremler
McGraw-Hill, 2018
29833*2018
The behavioral consequences of service quality
VA Zeithaml, LL Berry, A Parasuraman
Journal of marketing 60 (2), 31-46, 1996
216441996
Delivering quality service: Balancing customer perceptions and expectations
VA Zeithaml
Simon and Schuster google schola 2, 791-824, 1990
118431990
Refinement and reassessment of the SERVQUAL scale
A Parasuraman, LL Berry, VA Zeithaml
Journal of retailing 67 (4), 420, 1991
92131991
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
81441993
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
78042005
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
73681994
The nature and determinants of customer expectations of service
VA Zeithaml, LL Berry, A Parasuraman
Journal of the academy of Marketing Science 21, 1-12, 1993
52321993
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
48792002
Communication and control processes in the delivery of service quality
VA Zeithaml, LL Berry, A Parasuraman
Journal of marketing 52 (2), 35-48, 1988
37791988
How consumer evaluation processes differ between goods and services
VA Zeithaml
Marketing of Services/American Marketing Association 193, 1981
37261981
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, 67-85, 2000
36452000
Understanding customer expectations of service
A Parasuraman, LL Berry, VA Zeithaml
MIT sloan management review, 1991
35881991
Marketing de servicios
VA Zeithaml
Biblioteca Hernán Malo González, 2009
3406*2009
Return on marketing: Using customer equity to focus marketing strategy
RT Rust, KN Lemon, VA Zeithaml
Journal of marketing 68 (1), 109-127, 2004
33182004
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
33091994
Driving customer equity: How customer lifetime value is reshaping corporate strategy
VA Zeithaml, KN Lemon, RT Rust
Simon and Schuster, 2001
24032001
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