More on improving service quality measurement
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Babakus, 1992, An Empirical Assessment of the SERVQUAL Scale, Journal of Business Research, 24, 253, 10.1016/0148-2963(92)90022-4
Brensinger, 1990, Can the SERVQUAL Scale be Generalized to Business-to-Business Services?, 289
Brown, 1993, Improving the Measurement of Service Quality, Journal of Retailing, 69, 10.1016/S0022-4359(05)80006-5
Carman, 1990, Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, 66, 33
Finn, 1991, An Evaluation of the SERVQUAL Scales in a Retail Setting, Vol. 18
Parasuraman, 1991, Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing, 67, 420
Parasuraman, 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 41, 10.2307/1251430
Parasuraman, 1988, SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality, Journal of Retailing, 64, 12