Standout Papers

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality... 1985 2026 1998 2012 12.8k
  1. SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)
    A. Parasuraman, Valarie A. Zeithaml et al. Journal of Retailing
  2. A Conceptual Model of Service Quality and Its Implications for Future Research (1985)
    A. Parasuraman, Valarie A. Zeithaml et al. Journal of Marketing
  3. The Behavioral Consequences of Service Quality (1996)
    Valarie A. Zeithaml, Leonard L. Berry et al. Journal of Marketing
  4. A Conceptual Model of Service Quality and Its Implications for Future Research (1985)
    A. Parasuraman, Valarie A. Zeithaml et al. Journal of Marketing
  5. The Behavioral Consequences of Service Quality (1996)
    Valarie A. Zeithaml, Leonard L. Berry et al. Journal of Marketing
  6. Refinement and reassessment of the SERVQUAL scale. (1991)
    A. Parasuraman, Leonard L. Berry et al. Journal of Retailing
  7. E-S-QUAL (2004)
    A. Parasuraman, Valarie A. Zeithaml et al. Journal of Service Research
  8. Technology Readiness Index (Tri) (2000)
    A. Parasuraman Journal of Service Research
  9. Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)
    Peter C. Verhoef, Katherine N. Lemon et al. Journal of Retailing
  10. The Nature and Determinants of Customer Expectations of Service (1993)
    Valarie A. Zeithaml, Leonard L. Berry et al. Journal of the Academy of Marketing Science
  11. Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)
    Valarie A. Zeithaml, A. Parasuraman et al. Journal of the Academy of Marketing Science
  12. The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions (2002)
    Julie Baker, A. Parasuraman et al. Journal of Marketing
  13. Problems and Strategies in Services Marketing (1985)
    Valarie A. Zeithaml, A. Parasuraman et al. Journal of Marketing
  14. Marketing Services: Competing Through Quality (1992)
    Boris W. Becker, Leonard L. Berry et al. Journal of Marketing
  15. The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)
    A. Parasuraman, Dhruv Grewal Journal of the Academy of Marketing Science
  16. Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)
    A. Parasuraman, Valarie A. Zeithaml et al. Marketing Science Institute eBooks
  17. Communication and Control Processes in the Delivery of Service Quality (1988)
    Valarie A. Zeithaml, Leonard L. Berry et al. Journal of Marketing
  18. Service Research Priorities in a Rapidly Changing Context (2015)
    Amy L. Ostrom, A. Parasuraman et al. Journal of Service Research
  19. Understanding Customer Expectations of Service (1991)
    A. Parasuraman Medical Entomology and Zoology
  20. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)
    A. Parasuraman, Valarie A. Zeithaml et al. Journal of Marketing
  21. Understanding Generation Y and their use of social media: a review and research agenda (2013)
    Ruth N. Bolton, A. Parasuraman et al. Journal of service management
  22. The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)
    Glenn B. Voss, A. Parasuraman et al. Journal of Marketing
  23. Problems and Strategies in Services Marketing (1985)
    Valarie A. Zeithaml, A. Parasuraman et al. Journal of Marketing
  24. Crowd‐funding: transforming customers into investors through innovative service platforms (2011)
    Andrea Ordanini, Lucia Miceli et al. Journal of service management
  25. Reflections on gaining competitive advantage through customer value (1997)
    A. Parasuraman Journal of the Academy of Marketing Science
  26. More on improving service quality measurement (1993)
    A. Parasuraman, Leonard L. Berry et al. Journal of Retailing
  27. When the Recipe Is More Important Than the Ingredients (2013)
    Andrea Ordanini, A. Parasuraman et al. Journal of Service Research
  28. Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis (2010)
    Andrea Ordanini, A. Parasuraman Journal of Service Research

Immediate Impact

198 standout
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Citing Papers

Does gratitude enhance prosociality?: A meta-analytic review.
2017 Standout
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
95 intermediate papers

Works of A. Parasuraman being referenced

The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
2002 Standout
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
1988 Standout
and 31 more

Author Peers

Author Last Decade Papers Cites
A. Parasuraman 51126 37662 23850 143 74.1k
Leonard L. Berry 48594 34000 20414 197 67.3k
Valarie A. Zeithaml 57795 45665 27138 78 83.8k
Richard P. Bagozzi 31019 32799 40767 354 102.1k
James C. Anderson 24555 17113 17131 189 60.9k
Christian M. Ringle 24457 29259 33013 195 104.1k
Marko Sarstedt 25285 30575 34190 211 109.4k
Scott MacKenzie 44378 21607 31224 77 101.4k
Youjae Yi 18307 17123 17322 155 46.3k
Claes Fornell 50875 46208 46423 92 136.7k
Joseph F. Hair 14034 15017 17015 144 59.0k

All Works

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