| Servqual: A multiple-item scale for measuring consumer perc A Parasuraman, VA Zeithaml, LL Berry Journal of retailing 64 (1), 12, 1988 | 50428 | 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 | 45568 | 1985 |
| The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 21133 | 1996 |
| Delivering quality service: Balancing customer perceptions and expectations VA Zeithaml, A Parasuraman, LL Berry Simon and Schuster, 1990 | 10536 | 1990 |
| Refinement and reassessment of the SERVQUAL scale A Parasuraman, LL Berry, VA Zeithaml Journal of retailing 67 (4), 420, 1991 | 9110 | 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 | 7041 | 1994 |
| Marketing services: Competing through quality LL Berry, A Parasuraman Simon and Schuster, 2004 | 7028 | 2004 |
| Relationship marketing of services—growing interest, emerging perspectives LL Berry Journal of the Academy of marketing science 23, 236-245, 1995 | 6533 | 1995 |
| Problems and strategies in services marketing VA Zeithaml, A Parasuraman, LL Berry Journal of marketing 49 (2), 33-46, 1985 | 5796 | 1985 |
| Relationship marketing LL Berry Emerging perspectives on services marketing 66 (3), 33-47, 1983 | 5768 | 1983 |
| 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 | 5127 | 1993 |
| Cultivating service brand equity LL Berry Journal of the Academy of marketing Science 28, 128-137, 2000 | 3735 | 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 | 3679 | 1988 |
| Understanding customer expectations of service A Parasuraman, LL Berry, VA Zeithaml MIT sloan management review, 1991 | 3515 | 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 | 3236 | 1994 |
| Customers' motivations for maintaining relationships with service providers N Bendapudi, LL Berry Journal of retailing 73 (1), 15-37, 1997 | 2990 | 1997 |
| Understanding service convenience LL Berry, K Seiders, D Grewal Journal of marketing 66 (3), 1-17, 2002 | 2580 | 2002 |
| Services marketing is different LL Berry Business 30 (3), 24-29, 1980 | 2448 | 1980 |
| Managing the total customer experience LL Berry, LP Carbone, SH Haeckel MIT Sloan management review, 2002 | 2366 | 2002 |
| The employee as customer LL Berry Journal of retail banking 3 (1), 33-40, 1981 | 2217 | 1981 |
