Malhotra, Naresh K.; Ulgado, Francis M.; Agarwal, James; … - In: International Marketing Review 22 (2005) 3, pp. 256-278
Purpose – Despite the rapid growth and internationalization of services, marketers of services realize that to successfully leverage service quality as a global competitive tool, they first need to correctly identify the antecedents of what the international consumer perceives as service...