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  References [20-25] Babakus, E, Boller, GW 1992, ‘ An empirical assessment of the SERVQUAL scale ’ ,  Journal of Business Research,  Vol. 24: 253-68 Buttle, F 1996, SERVQUAL: review, critique, research agenda. European Journal of marketing , vol. 30, no. 1, pp. 8-32 Carman, JM 1990, ‘ Consumer perceptions of service quality: An assessment of the SERVQUAL d imensions”,  Journal of Retailing,  Vol. 66, Spring, pp. 33-55 Cronin, JJ and Taylor, SA 1992, Measuring service quality: a reexamination and extension,  Journal of Marketing , vol. 56, no.7, pp. 55-68 Cronin, JJ and Taylor, SA 1994 ‘ SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus expectations measurement of service quality ’ ,  Journal of Marketing , Vol. 58, no.1, pp. 125-31. Dale, BG 2003, Managing Quality  , Blackwell, Oxford Edvardsen, B., Tomasson, B. and Ovretveit , J. (1994), Quality of Service: Making it Really Work  , McGraw-Hill, New York, NY. Edvardsson, B 1998, Service quality improvement, Managing Service Quality  , 8 (2), 142-149 Futrell, D 1994 Ten reasons why surveys fail’, Quality Progress , vol. 27, no. 4, pp. 65  – 69 Garvin, DA 1988, Managing Quality,  The Free Press Goleman, D 1999, Working with Emotional Intelligence, Bloomsbury Publishing, Great Britain  Hollins,B, Shinkins, S 2006, Managing Service Operations , Sage Publications Ltd Hoyle, D 2006, Quality Management Essentials,  Butterworth-Heinemann Iacobucci, D, Grayson, KA. and Omstrom, AL 1994 ‘The calculus of service quality and customer satisfaction: theoretical an d empirical differentiation and integration’, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds),  Advances in Services Marketing and Management  , Vol. 3, JAI Press, Greenwich, CT, pp. 1-68.  Kang, GD 2006 ‘The  hierarchical structure of service quality: Integration of technical and functional quality,’ Managing Service Quality, vol. 16, no. 1, pp. 37 -50 Kotler, P, Keller, KL, Ang, SH, Leong, SM and Tan, CT 2013, Marketing Management: An Asian Perspective,  6 th  edition, Pearson Education South Asia Pte Ltd, Singapore Lages, L F & Fernandes, J C 2005 ‘ The SERPVAL scale: a multi-item instrument for measuring service personal values ,’    Journal of Business Research , vol. 58, no, 11, pp. 1562-1572 Lowndes, M, Dawes, J 2001, Distinct SERVQUAL dimensions: A measure of service quality, Canadian  Journal of Program Evaluation,  Vol. 16, 2, pp. 41-53 Mukherjee, A & Nath, P 2005 ‘An empirical assessment of comparative approaches to service quality measurement ’,  Journal of Services Marketing , vol. 19, no. 3, pp. 174-184 Parasuraman, A., Berry, L.L. & Zeithaml, V.A (1991), ‘ Refinement and reassessment of the SERVQUAL scale ’ ,  Journal of Retailing , Vol. 67: 420-50 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), ‘ SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality ’ ,  Journal of Retailing , Vol. 64, No.1, pp. 12-40 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), ‘ A conceptual model of service quality and its implication ’ ,  Journal of Marketing , Vol. 49, Fall, pp. 41-50 Porter, ME 1998, Competitive Strategy: Techniques for Analysing Industries and Competitors , New York, Free Press Saravan, R, Rao, KSP 2007, Service quality from the c ustomer’s perspective: An empirical investigation, Quality Management Journal  , vol 14, no. 3 Saunders, M, Lewis, P & Thornhill, A 2009, Research Methods for Business Students , 5th edition, Prentice Hall, London Slack, N, Brandon-Jones, A, Johnston, R and Betts, A 2012, Operations and Process Management  , 3 rd  edition, Prentice Hall Slack, N, Lewis, M 2008, Operations Strategy  , 2 nd  edition, Financial Times Prentice Hall   Thompson, AA, Strickland, AJ and Gamble, JE 2010, Crafting and Executing Strategy: The Quest for Competitive Advantage: Concepts and Cases , 18 th  edition, McGraw-Hill, New York    Zeithaml, VA, Parasuraman, A, & Berry, LL 1990, Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, USA
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