Mô Hình Khái Niệm Về Chất Lượng Dịch Vụ Và Những Ảnh Hưởng Đến Nghiên Cứu Tương Lai
Tóm tắt
Từ khóa
Tài liệu tham khảo
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Bellenger Danny N., 1976, Qualitative Research in Marketing
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Booms Bernard H., 1981, Marketing of Services, 47
Crosby Philip B., 1979, Quality Is Free: The Art of Making Quality Certain
Garvin David A., 1983, Harvard Business Review, 61, 65
Gronroos Christian, 1982, Strategic Management and Marketing in the Service Sector
Langeard Eric, 1981, Service Marketing: New Insights from Consumers and Managers
Lehtinen Uolevi, 1982, “Service Quality: A Study of Quality Dimensions,”
Leonard Frank S., 1982, Harvard Business Review, 60, 163
Lewis Robert C., 1983, Emerging Perspectives on Services Marketing, 99
Lovelock Christopher H., 1980, Theoretical Developments in Marketing, 72
Lovelock Christopher H., 1981, Marketing of Services, 5
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Takeuchi Hirotaka, 1983, Harvard Business Review, 61, 139
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Zaltman Gerald, 1982, Theory Construction in Marketing: Some Thought on Thinking
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