1. An empirical assessment of the SERVQUAL scale
2. Bateson, J.E.G. (1985), “Self‐Service Consumer: An Exploratory Study”,Journal of Retailing, Vol. 61, Fall, pp. 49‐76.
3. Making Your Service Blueprint Pay Off!
4. Berry, L.L. (1980a), “Services Marketing Is Different”,Business, Vol. 30, May‐June, pp. 24‐9.
5. Berry, L.L. (1980b), “The Time Buying Consumer”,Journal of Retailing, Vol. 56, Winter, pp. 58‐69.