1. An Empirical Assessment of the SERVQUAL Scale;Babakus;Journal of Business Research,1992
2. The History of Marketing Thought;Bartels,1988
3. Why We Need Service Marketing;Bateson,1979
4. The Self-Service Customer—Empirical Findings;Bateson,1983
5. Self-Service Consumer: An Exploratory Study;Bateson;Journal of Retailing,1985