Managing service quality in HE: is SERVQUAL the answer? Part 2

Emerald - 1996
Peter F.Cuthbert1
1Peter F. Cuthbert is with the Department of Business and Management Studies Crewe + Alsager Faculty, Manchester Metropolitan University, Crewe, Cheshire, UK

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2Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “SERVQUAL: A multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, 1988, pp. 12‐40.

3Parasuraman, A. Zeithaml, V.A. and Berry L.L. “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, 1991, pp. 420‐50.

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