References
- J.R. Hauser and D. Clausing, ‘The house of quality’, Harvard Business Review, May-June 1988, pp63–73.
- Robert M. Adams and Mark D. Gavoor, ‘Quality function deployment: its promise and reality’, in American Society for Quality Control, Annual Quality Congress Transactions, vol. 44. Forty Fourth Annual Quality Transactions, San Francisco, CA, USA, May 14–16, 1990. Milwaukee, The Association, 1990, pp. 33–38.
- A. Parasuraman, VA. Zeithaml and L.L. Berry, ‘SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality’, Journal of Retailing, vol. 64, Spring 1988, pp2–40.
- A. Parasuraman, VA. Zeithaml and L.L. Berry, ‘A conceptual model of service quality and its implications for future research’, Journal of Marketing, Vol. 49, Fall 1985, pp41–50.
- Parasuraman et.al., 1988.
- James M. Carman, ‘Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions’, Journal of Retailing, vol. 66, Spring 1990, pp33–55.
- Ibid, p. 50.