A 20-Year Bibliometric Analysis of Service Quality: Exploring Key Research from 1992 to 2015

10 Influential Publications on Service Quality (1992-2015)

This selection highlights impactful research on 'service quality' published in English between 1992 and 2015, excluding works by Chinese authors. The bibliographic information adheres to the GB/T 7714-2015 standard.

1. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111-124.

2. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.

3. Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.

4. Grönroos, C. (2000). Service management and marketing: A customer relationship management approach. John Wiley & Sons.

5. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser Jr, W. E., & Schlesinger, L. A. (2008). Putting the service-profit chain to work. Harvard Business Review, 86(7/8), 118-129.

6. Rust, R. T., & Oliver, R. L. (2000). Should we delight the customer? Journal of the Academy of Marketing Science, 28(1), 86-94.

7. Berry, L. L., & Parasuraman, A. (1997). Listening to the customer—The concept of a service-quality information system. Sloan Management Review, 38(3), 65-76.

8. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.

9. Gronroos, C. (2007). Service management and marketing: Customer management in service competition. John Wiley & Sons.

10. Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.