REFERENCES
- Albert , J. D. and Pearson , T. D. 1983 . “Marketing Professional Appraisal Services,” . Appraisal Journal April , : 225 – 233 .
- Alreck , P. L. 1994 . “Professional Service Clients' Interaction Styles,” . Journal of Professional Services Marketing , 11 ( 1 ) : 143 – 159 .
- Babakus , E. and Boiler , G. W. 1992 . “An Empirical Assessment of the SERVQUAL Scale,” . Journal of Business Research , 24 : 253 – 268 .
- Bagozzi , R. P. 1994a . Principles of Marketing Research 430 Cambridge, Massachusetts : Blackwell .
- Bagozzi , R. P. 1994b . Advanced Methods of Marketing Research 407 Cambridge, Massachusetts : Blackwell .
- Bagozzi , R. P. 1981 . “An Examination of the Validity of Two Models of Attitude,” . Multivariate Behavioral Research , 16 : 323 – 359 .
- Bagozzi , R. P. and Yi , Y. 1989 . “The degree of Intention Formation as a Moderator of the Attitude-Behavior Relationship,” . Social Psychology Quarterly , 52 ( No. 4 ) : 266 – 279 .
- Bagozzi , R. P. , Yi , Y. and Baumgartner , J. 1990 . “The Level of Effort Required for Behaviour as a Moderator of the Attitude-Behaviour Relation,” . European Journal of Social Psychology , 20 : 45 – 59 .
- Baumgarten , S. S. and Hensel , J. S. 1987 . “Enhancing the Perceived Quality of Medical Service Delivery Systems,” . In Add Value to Your Service Edited by: Surprenant , C. 105 – 110 . AMA .
- Bentler , P. M. 1990 . “Comparative Fit Indexes in Structural Models,” . Psychological Association , 107 ( No. 2 ) : 238 – 246 .
- Bentler , P. M. 1983 . “Some Contributions to Efficient Statistics for Structural Models: Specification and Estimation of Moment Structures,” . Psychometrika , 48 : 493 – 517 .
- Bharadwaj , S. G. and Menon , A. 1993 . “Determinants of Success in Service Industries,” . Journal of Services Marketing , 7 ( No. 4 ) : 19 – 40 .
- Bolton , R. N. and Drew , J. H. 1991 . “A Multistage Model of Customers' Assessments of Service Quality and Value,” . Journal of Consumer Research , 17 ( March ) : 375 – 384 .
- Boulding , W. , Kalra , A. , Staelin , R. and Zeithaml , V. A. 1993 . “Dynamic Process of Service Quality: From Expectations to Behavioral Intentions,” . In Journal of Marketing Research Vol. XXI , 7 – 27 . (February)
- Brown , S. W. and Swartz , T. A. 1989 . “A Gap Analysis of Professional Service Quality,” . Journal of Marketing , 53 ( April ) : 92 – 98 .
- Brown , T. J. , Churchill , G. A. and Peter , J. P. 1993 . “Improving the Measurement of Service Quality,” . Journal of Retailing , 69 ( No. 1 ) : 127 – 139 . (Spring)
- Carman , J. M. 1990 . “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” . Journal of Retailing , 66 ( No. 1 ) : 33 – 55 . (Spring)
- Cravens , D. W. , Dielman , T. E. and Harrington , C. G. 1985 . “Using Buyers' Perceptions of Service Quality to Guide Strategy Development,” . In AMA Educators' Proceedings. Edited by: Lisch , R. F. , Ford , G. T. , Frazier , G. L. , Howell , R. D. , Ingene , C. A. , Reillay , M. and Stampfl , R. W. 297 – 301 .
- Cronbach , L. J. 1986 . “Social Inquiry By and For Earthlings,” Metatheory in ” . In Social Science Pluralisms and Subjectivities Edited by: Fiske , D. W. and Shweder , R. A. Chicago : TheUniversity of Chicago Press .
- Cronin , J. J. and Taylor , S. A. 1992 . “Measuring Service Quality: A Reexamination and Extension,” . Journal of Marketing , 56 ( July ) : 55 – 68 .
- Cronin , J. J. and Taylor , S. A. 1994 . “SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality,” . Journal of Marketing , 58 ( January ) : 125 – 131 .
- Day , E. , Denton , L. L. and Hickner , J. A. 1988 . Clients' Selection and Retention Criteria: Some Marketing Implications for the Small CPA Firms . “Journal of Professional Services Marketing , 3 : 283 – 295 . /4
- Dowling , G. R. 1986 . “Managing Your Corporate Image,” . Industrial Marketing Management , 15 : 109 – 115 .
- Dwyer , F. R. and Welsh , M. A. 1985 . “Environmental Relationship of the Internal Political Economy of Marketing Channels,” . Journal of Marketing Research , XXII ( November ) : 397 – 414 .
- Freeman , K. D. and Dart , J. 1993 . “Measuring the Perceived Quality of Professional Business Services,” . Journal of Professional Services Marketing , 9 ( No. 1 ) : 27 – 48 .
- Grönroos , C. 1993 . “Towards a Third Phase in Service Quality Research, Challenges and Future Directions,” . In Advances in Services Marketing and Management Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. Vol. 2 , 49 – 64 . JAI .
- Grönroos , C. 1990 . Service Management and Marketing 298 Lexington Books .
- Grönroos , C. 1988 . “Service Quality: The Six Criteria of Good Perceived Service Quality,” . Review of Business St. John's University , 9 ( No. 3 ) : 10 – 13 . (Winter)
- Grönroos , C. 1987 . “Developing the Service Offering-A Source of Competitive Advantage,” . In Add Value To Your Service 81 – 85 . C. Surprenant AMA .
- Grönroos , C. 1984 . “A Service Quality Model and its Marketing Implications,” . European Journal of Marketing , 18 ( No. 4 ) : 36 – 44 .
- Hall , M. C. and Elliott , K. M. 1993 . “Expectations and Performance from Whose Perspective: A Note on Measuring Service Quality,” . Journal of Professional Services Marketing , 8 ( No. 2 ) : 27 – 32 .
- Iacobucci , D. , Grayson , K. A. and Ostrom. , A. L. 1994 . “The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration,” . In Advances in Services Marketing and Management Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. Vol. 3 , 1 – 67 . JAI .
- Jöreskog , K. G. and Sörbom , D. 1989 . LISREL 7: A Guide to the. Program and Applications, , 2nd Edition 342
- Kelley , S. W. , Donnelly , J. H. and Skinner , S. J. 1990 . “Customer Participation in Service Production and Delivery,” . Journal of Retailing , 66 ( No. 3 ) : 315 – 335 . (Fall)
- Klein , B. and Leiffler , K. B. 1981 . “The Role of Market Forces in Assuring Contractual Performance,” . Journal of Political Economy , 89 ( August ) : 615 – 641 .
- Knoll , L. N. and Hoffman , A. P. 1986 . “Strategic Market Research-The Foundation for Growth: Case Study of a Professional Services Firm,” . In Creativity in Service Marketing Edited by: Venkatesan , M. , Schmalensee , D. M. and Marshall , C. 141 – 144 . AMA .
- Lapierre , J. 1993 . “The Quality-Value Relationship in the Process for Evaluating Professional Services: The Case of Consulting Engineering,” Unpublished doctoral Dissertation, Université du Québec à Montréal, 318 p
- Leblanc , G. 1992 . “Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions,” . Journal of Travel Research Spring , : 10 – 16 .
- Little , M. W. and Myers , T. A. 1987 . “An Assessment of Home Buyer And Real Estate Broker Attitudes Toward Service Quality,” . Journal of Professional Services Marketing , 3 ( No. 1 ) : 101 – 118 . –2
- McDougall , G. H. and Levesque , T. J. 1994 . “A Revised View of Service Quality Dimensions: An Empirical Investigation,” . Journal of Professional Services Marketing , 11 ( No. 1 ) : 189 – 209 .
- Mills , P. K. and Moberg , D. G. 1982 . “Perspectives on the Technology of Service Organization,” . Academy of Management Review , 7 ( No. 3 ) : 467 – 478 .
- Mohr , L. A. and Bitner , M. J. 1995 . “The Role of Employee Effort in Satisfaction with Service Transactions,” . Journal of Business Research , 32 : 239 – 252 .
- Nunnally , J. C. 1978 . Psychometric Theory, , Second Edition New York : McGraw-Hill. .
- Oakland , J. S. and Aldridge , A. J. 1995 . “Quality Management in Civil and Structural Engineering Consultant,” . International Journal of Quality and Reliability Management , 12 ( No. 3 ) : 32 – 48 .
- Oliver , R. L. 1993 . “A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts,” . In Advances in Services Marketing and Management Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. Vol. 2 , 65 – 86 . JAI .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1994 . “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research,” . Journal of Marketing , 58 ( January ) : 111 – 124 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . “SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality,” . Journal of Retailing , 64 ( Spring ) : 12 – 40 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1986 . “SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality,” Working Paper: Marketing Science Institute. Report 86–108, 39 p
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . “A Conceptual Model of Service Quality and Its Implications for Future Research,” . Journal of Marketing , 49 ( Fall ) : 41 – 50 .
- Schmalensee , D. H. , Bernhardt , K. and Gust , N. 1985 . “Key to Successful Services Marketing: Customer Orientation, Creed, Consistency,” . In Services Marketing in a Changing Environment. Edited by: Bloch , T. M. , Upah , G. D. and Zeithaml , V. A. 15 – 18 . AMA .
- Sharma , S. , Durand , R. M. and Gur-Arie , O. 1981 . “Identification and Analysis of Moderator Variables,” . Journal of Marketing Research , XVIII ( August ) : 291 – 300 .
- Silpakit , P. and Fisk , R. P. 1985 . “Participization, The Service Encounter: A Theoretical Framework,” . In Service Marketing in a Changing Environment Edited by: Bloch , T. M. , Upah , G. D. and Zeithaml , V. A. 117 – 121 . AMA .
- Sioukas , A. V. 1995 . “User Involvement for Effective Customization: An Empirical Study on Voice Networks,” . IEEE Transactions on Engineering Management , 42 ( No. 1 ) : 39 – 49 . (February)
- Stephens , N. and Swartz , T. A. 1993 . “Do Advertising and Quality Influence the Image of Multioutlet Service Companies'?,” . In Advances in Services Marketing and Management Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. Vol. 2 , 131 – 150 . JAI .
- Teas , R. K. 1988 . “An Analysis of the Determinants of Industrial Consumers' Perceptions of the Quality of Financial Services Marketing Relationships,” . Journal of Professional Services Marketing , : 71 – 88 . no. 3–4
- Werts , C. E. , Linn , R. L. and Jöreskog , K. G. 1974 . “Interclass Reliabilily Estimates; Testing Structural Assumptions,” . Educational and Psychological Measurement , 34 : 25 – 33 .