1. Measuring Service Quality: A Reexamination and Extension
2. Concept of service in the hospitality industry
3. Minding the Ps and Qs
4. 4 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “SERVQUAL: a multiple‐item scale of measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring 1988, pp. 12‐41.
5. A Conceptual Model of Service Quality and Its Implications for Future Research