Gupta, Atul; Chen, Injazz - In: International Journal of Quality & Reliability Management 12 (1995) 7, pp. 28-35
Examines the relationship between perceived service quality and five dimensions of service quality (tangibles, reliability, responsiveness, assurance and empathy) identified by Parasuraman for the three types of service (pure service, mixed service and quasi‐manufacturing service) identified...