Top 10 Recent English Literature on Service Quality (Excluding Chinese Authors)

Following are 10 recent English language publications on the theme of 'service quality', excluding Chinese authors. The listed works adhere to the GB/T 7714-2015 standard:

1. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2005). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.

2. Gr￶nroos, C. (2007). Service management and marketing: Customer management in service competition. Wiley.

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

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

5. 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.

6. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.

7. Gr￶nroos, C. (2000). Service management and marketing: A customer relationship management approach. Wiley.

8. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.

9. Rust, R. T., & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. Sage Publications.

10. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.