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      SERVQUAL: review, critique, research agenda

      European Journal of Marketing
      Emerald

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          Most cited references33

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          Norm theory: Comparing reality to its alternatives.

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            The Nature and Determinants of Customer Expectations of Service

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              Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

                Author and article information

                Journal
                European Journal of Marketing
                European Journal of Marketing
                Emerald
                0309-0566
                January 1996
                January 1996
                : 30
                : 1
                : 8-32
                Article
                10.1108/03090569610105762
                2fefe76e-ea50-463e-91bf-4faf60bde355
                © 1996

                http://www.emeraldinsight.com/page/tdm

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