1. The quality double whammy;William Boulding;Marketing Science,1999
2. A dynamic process model of service quality: from expectations to behavioral intentions;William Boulding;Journal of Marketing Research,1993
3. User-generated physician ratings and their effects on patients' physician choices: Evidence from Yelp;Yiwei Chen;Journal of Marketing,2023
4. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria;Arun Parasuraman;Journal of Retailing,1994