1. Babakus, E. and Mangold, W. (1992, “Adapting the Servqual scale to hospital services: an empirical investigation”,Health Services Research, Vol. 26 No. 6, February, pp. 765‐85.
2. Block, J. (1974, “The aged consumer and the market place: a critical review”,Marquette Business Review, Vol. 18 No. 2, pp. 73‐8.
3. Need for moral audit in evaluating quality in health care.
4. Finn, D. and Lamb, R. (1991, “An evaluation of the Servqual scales in a retailing setting”,Advances in Consumer Research, Vol. 18, pp. 483‐9.
5. Loudon, L. (1976, “The senior citizen: an undeveloped market segment”, in Nash and Robin (Eds),Proceedings of the annual conference of the Southern Marketing Association, pp. 124‐6.