The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents
| Year of publication: |
2007
|
|---|---|
| Authors: | Carrillat, François A. ; Jaramillo, Fernando ; Mulki, Jay P. |
| Published in: |
International journal of service industry management : IJSIM. - Bradford : Emerald, ZDB-ID 1041356x. - Vol. 18.2007, 5, p. 472-490
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