References
- Brown , S. W. and Swartz , T. A. 1989 . “A Gap Analysis of Professional Service Quality,” . Journal of Marketing. , S3 : 92 – 98 .
- Carman , J. M. 1990 . “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” . Journal of Retailing , 66 ( 1 ) : 33 – 55 .
- Cronin , J. J. Jr. and Taylor , S. A. 1992 . “Measuring Service Quality: A Re-examination and Extension,” . Journal of Marketing. , 56 July : 55 – 68 .
- Elliott , K. M. 1995 . “A Comparison of Alternative Measures of Service Quality,” . Journal of Customer Service in Marketing and Management , I : 33 – 44 .
- Moore , S. A. and Schlegelmilch , B. B. 1994 . “Improving Service Quality in an Industrial Setting,” . Industrial Marketing Management- , 23 : 83 – 92 .
- Parasuraman , A. , Berry , L. L. and Zeithaml , V. A. 1991 . “Refinement and Reassessment of the SERVQUAL Scale,” . Journal of Retailing , 67 Winter : 420 – 450 .
- 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 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality,” . Journal of Retailing. , 66 : 33 – 55 .
- Zeithaml , V. , Parasuraman , A. and Berry , L. L. 1990 . Delivering Quality Service: Balancing Customer Perceptions and Expectations , New York : The Free Press .