1. A Conceptual Model of Service Quality and Its Implications for Future Research
2. 2. Parasuraman, A., Zeithaml, V. and Berry, L. “SERVQUAL: A Multiple Item Scale for Measuring Customer Perceptions of Service Quality”,Journal of Retailing, Vol. 64, Spring 1988, pp. 12‐40.
3. 4. Parasuraman, A., Berry, L. and Zeithaml, V. A. “Refinement and Reassessment of the SERVQUAL Scale”,Journal of Retailing, Vol. 67 No. 4, 1991, pp. 420‐50.
4. The Nature and Determinants of Customer Expectations of Service
5. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions