A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study

Author:

Dabholkar Pratibha A,Shepherd C.David,Thorpe Dayle I

Publisher

Elsevier BV

Subject

Marketing

Reference50 articles.

1. Technical Complexity and Consumer Knowledge as Moderators of Service Quality Evaluation in the Automobile Service Industry;Andaleeb;Journal of Retailing,1994

2. The Antecedents and Consequences of Customer Satisfaction for Firms;Anderson;Marketing Science,1993

3. Empirical Assessment of SERVQUAL Scale;Babakus;Journal of Business Research,1992

4. Adapting the SERVQUAL Scale to Hospital Services;Babakus;Health Service Research,1992

5. Investigating the Relationship Between Service Quality, Satisfaction and Switching Intentions;Bansal,1997

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