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SERVQUAL: review, critique, research agenda
Author(s):
Francis Buttle
Publication date
Created:
January 1996
Publication date
(Print):
January 1996
Journal:
European Journal of Marketing
Publisher:
Emerald
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33
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Norm theory: Comparing reality to its alternatives.
Daniel Kahneman
,
Dale Miller
(1986)
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The Nature and Determinants of Customer Expectations of Service
A Parasuraman
,
L. Berry
,
V. Zeithaml
(1993)
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Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
A Parasuraman
,
Valarie A. Zeithaml
,
Leonard Berry
(1994)
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Author and article information
Journal
Title:
European Journal of Marketing
Abbreviated Title:
European Journal of Marketing
Publisher:
Emerald
ISSN (Print):
0309-0566
Publication date Created:
January 1996
Publication date (Print):
January 1996
Volume
: 30
Issue
: 1
Pages
: 8-32
Article
DOI:
10.1108/03090569610105762
SO-VID:
2fefe76e-ea50-463e-91bf-4faf60bde355
Copyright ©
© 1996
License:
http://www.emeraldinsight.com/page/tdm
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