Author:
Frost Frederick A.,Kumar Mukesh
Subject
Strategy and Management,General Business, Management and Accounting
Reference37 articles.
1. High tech v. high touch: a case study of TQM implementation in higher education
2. Measuring service quality at a university health clinic
3. Babakus, E. and Boller, G.W. (1991), “An empirical assessment of the SERVQUAL scale”,Journal of Business Research.
4. Berry, L.L. (1981), “The employee as customer”,Journal of Retail Banking, Vol. 3 No. 1, pp. 33‐40.
5. Brensinger, R.P. and Lambert, D.M. (1990), “Can the SERVQUAL scale be generalised to business‐to‐business services?”, inKnowledge Development in Marketing,AMA’s Summer Educators’ Conference Proceedings.
Cited by
53 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献