| SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality A Parasuraman, VA Zeithaml, L Berry 1988 64 (1), 12-40, 1988 | 67154* | 1988 |
| Services marketing: Integrating customer focus across the firm VA Zeithaml McGraw-Hill, 2013 | 23337* | 2013 |
| The behavioral consequences of service quality VA Zeithaml, LL Berry, A Parasuraman Journal of marketing 60 (2), 31-46, 1996 | 18172 | 1996 |
| Balancing Customer perceptions and expectations V Zeithaml, A Parasuraman, L Berry Ed. Free Press. EE. UU, 1990 | 9932* | 1990 |
| Refinement and reassessment of the SERVQUAL scale A Parasuraman, L Berry, V Zeithaml Journal of retailing 67 (4), 114, 2002 | 8514 | 2002 |
| ES-QUAL: A multiple-item scale for assessing electronic service quality A Parasuraman, VA Zeithaml, A Malhotra Journal of service research 7 (3), 213-233, 2005 | 5847 | 2005 |
| The nature and determinants of customer expectations of service VA Zeithaml, LL Berry, A Parasuraman Journal of the academy of Marketing Science 21 (1), 1-12, 1993 | 4533 | 1993 |
| Service quality delivery through web sites: a critical review of extant knowledge VA Zeithaml, A Parasuraman, A Malhotra Journal of the academy of marketing science 30 (4), 362-375, 2002 | 4047 | 2002 |
| Customer experience creation: Determinants, dynamics and management strategies PC Verhoef, KN Lemon, A Parasuraman, A Roggeveen, M Tsiros, ... Journal of retailing 85 (1), 31-41, 2009 | 3727 | 2009 |
| The influence of multiple store environment cues on perceived merchandise value and patronage intentions J Baker, A Parasuraman, D Grewal, GB Voss Journal of marketing 66 (2), 120-141, 2002 | 3466 | 2002 |
| Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies A Parasuraman Journal of service research 2 (4), 307-320, 2000 | 3398 | 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 | 3231 | 1988 |
| Service quality, profitability, and the economic worth of customers: what we know and what we need to learn VA Zeithaml Journal of the academy of marketing science 28 (1), 67-85, 2000 | 3179 | 2000 |
| Understanding customer expectations of service A Parasuraman, LL Berry, VA Zeithaml Sloan management review 32 (3), 39-48, 1991 | 3055 | 1991 |
| The impact of technology on the quality-value-loyalty chain: a research agenda A Parasuraman, D Grewal Journal of the academy of marketing science 28 (1), 168-174, 2000 | 3004 | 2000 |
| 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 | 2922 | 1994 |
| The influence of store environment on quality inferences and store image J Baker, D Grewal, A Parasuraman Journal of the academy of marketing science 22 (4), 328-339, 1994 | 2564 | 1994 |
| Service quality A Parasuraman, VA Zeithaml Marketing Science Institute, 2004 | 2047* | 2004 |
| Understanding Generation Y and their use of social media: a review and research agenda RN Bolton, A Parasuraman, A Hoefnagels, N Migchels, S Kabadayi, ... Journal of service management, 2013 | 1836 | 2013 |
| Reflections on gaining competitive advantage through customer value A Parasuraman Journal of the Academy of marketing Science 25 (2), 154-161, 1997 | 1757 | 1997 |
