1987

Communication and control processes in the delivery of service quality

Zeithaml, Valarie A.

Cambridge, Mass. : Marketing Science Institute, 1987

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2000

A conceptual framework for understanding e-service quality : implications for future research and managerial practice

Zeithaml, Valarie A.

Cambridge, Mass. : Marketing Science Institute, [2000]

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1990

Delivering quality service : balancing customer perceptions and expectations

Zeithaml, Valarie A.

New York : Free Press ; London : Collier Macmillan, [1990]

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1991

Marketing services : competing through quality

Berry, Leonard L., 1942-

New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International, [1991]

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1994

Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link - working paper

Parasuraman, A.

Cambridge, Mass. : Marketing Science Institute, [1994]

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1986

Servqual : a multiple-item scale for measuring customer perceptions of service quality

Parasuraman, A.

Cambridge, Mass. : Marketing Science Institute, 1986

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1993

Ten lessons for improving service quality : commentary

Berry, Leonard L., 1942-

Cambridge, Mass. : Marketing Science Institute, 1993

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