Moving forward in service quality research
Subtitle: measuring different customer-expectation levels, comparing alternativescales and examining the performance-behavioral intentions link
By: A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry.
Contributors: Zeithaml, Valarie A.; Berry, Leonard L.; Marketing Science Institute.
Series: Working paper / Marketing Science Institute
Publisher: Marketing Science Institute
Published: 1994
Place of publication: Cambridge, Mass
Language: eng
Notes: Report no.94-114.