Measuring physical distribution service quality

Author:

Bienstock Carol C.,Mentzer John T.,Bird Monroe Murphy

Publisher

Springer Science and Business Media LLC

Subject

Marketing,Economics and Econometrics,Business and International Management

Reference46 articles.

1. Babakus, Emin and Gregory W. Boller. 1992. “An Empirical Assessment of the SERVQUAL Scale.”Journal of Business Research 24: 253–268.

2. ————— and Molly Inhofe. 1993. “Measuring Perceived Quality as a Multi-Attribute Attitude.” InDevelopments in Marketing Science Vol. 17. Eds. Elizabeth J. Wilson and William C. Black. Coral Gables, FL: Academy of Marketing Science, 376–380.

3. ————— and W. Glynn Mangold. 1992. “Adapting the SERVQUAL Scale to Health Care Services: An Empirical Examination.”Health Service Research 25 (6): 767–780.

4. —————, Dennis L. Pedrick, and Molly Inhofe. 1993. “Empirical Examination of a Direct Measure of Perceived Service Quality Using ‘SERVQUAL’ Items.” InEnhancing Knowledge Development in Marketing, Vol. 4. Eds. David W. Cravens and Peter R. Dickson. Chicago: American Marketing Association.

5. Bentler, P. M. 1990. “Comparative Fit Indexes in Structural Models.”Psychological Bulletin 107 (2): 238–246.

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