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Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986
Persistent link: https://www.econbiz.de/10000767760
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Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1994
Persistent link: https://www.econbiz.de/10000896544
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E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112
Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25
Persistent link: https://www.econbiz.de/10002566757