1. Bebko, Charlene. Employee Perceptions of Consumer Expectations: A Hospital Example of SERVQUAL Gap 1 Analysis. Proceedings, Western Decision Science Institute. March1994.
2. Bebko, Charlene, Garg, Rajendar and Krishnan, Krish. Satisfying the Health Care Needs of the Elderly: Applying the SERVQUAL Model. Proceedings, Academy of Marketing Science, Fourth Annual Quality of Life Conference. November1992.
3. Bebko, Charlene and Prokop, D. Rick. Which Consumers' Expectations? SERVQUAL Gap 1 Analysis for Non-Professional Services. Proceedings, Northeast Decision Sciences Institute.
4. Conveying Service Quality Through Advertising
5. Achieving Service Quality Through Gap Analysis and a Basic
Statistical Approach