| Servqual: A multiple-item scale for measuring consumer perc A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 64 (1), 12, 1988 | 53927 | 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 | 47916 | 1985 |
| The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 22285 | 1996 |
| Delivering quality service: Balancing customer perceptions and expectations VA Zeithaml, A Parasuraman, LL Berry Simon and Schuster, 1990 | 11309 | 1990 |
| Refinement and reassessment of the SERVQUAL scale A Parasuraman, LL Berry, VA Zeithaml Journal of retailing 67 (4), 420, 1991 | 9381 | 1991 |
| 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 | 7215 | 1994 |
| Marketing services: Competing through quality LL Berry, A Parasuraman Simon and Schuster, 2004 | 7183 | 2004 |
| Relationship marketing of services—growing interest, emerging perspectives LL Berry Journal of the Academy of marketing science 23, 236-245, 1995 | 6745 | 1995 |
| Relationship marketing P Beri PQDT-Global, 2001 | 5989 | 2001 |
| Problems and strategies in services marketing VA Zeithaml, A Parasuraman, LL Berry Journal of marketing 49 (2), 33-46, 1985 | 5839 | 1985 |
| 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 | 5307 | 1993 |
| Cultivating service brand equity LL Berry Journal of the Academy of marketing Science 28, 128-137, 2000 | 3885 | 2000 |
| Communication and control processes in the delivery of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 52 (2), 35-48, 1988 | 3815 | 1988 |
| Understanding customer expectations of service A Parasuraman, LL Berry, VA Zeithaml MIT sloan management review, 1991 | 3621 | 1991 |
| 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 | 3342 | 1994 |
| Customers' motivations for maintaining relationships with service providers N Bendapudi, LL Berry Journal of retailing 73 (1), 15-37, 1997 | 3071 | 1997 |
| Understanding service convenience LL Berry, K Seiders, D Grewal Journal of marketing 66 (3), 1-17, 2002 | 2726 | 2002 |
| Services marketing is different LL Berry Business 30 (3), 24-29, 1980 | 2465 | 1980 |
| Managing the total customer experience LL Berry, LP Carbone, SH Haeckel MIT Sloan management review, 2002 | 2461 | 2002 |
| The Employee as Customer LL Berry Journal of Retailing Banking, 1981 | 2310 | 1981 |
