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The service imperative
Bitner, Mary Jo; Brown, Stephen W. - In: Business Horizons 51 (2008) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10005333240
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Perspectives on Service Excellence II
Bitner, Mary Jo - In: Journal of retailing 73 (1997) 3, pp. 299-302
Persistent link: https://www.econbiz.de/10006630007
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Introduction to the Special Issue: Services Marketing: Perspectives on Service Excellence
Bitner, Mary Jo - In: Journal of retailing 73 (1997) 1, pp. 3-6
Persistent link: https://www.econbiz.de/10006630697
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Tracking the Evolution of the Services Marketing Literature
Fisk, Raymond P.; Brown, Stephen W.; Bitner, Mary Jo - In: Journal of retailing 69 (1993) 1, pp. 61-103
Persistent link: https://www.econbiz.de/10006638522
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The service-quality puzzle
Berry, Leonard L.; Parasuraman, A.; Zeithaml, Valarie A. - In: Business Horizons 31 (1988) 5, pp. 35-43
Persistent link: https://www.econbiz.de/10005333117
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Service firms need marketing skills
Parasuraman, A.; Berry, Leonard L.; Zeithaml, Valarie A. - In: Business Horizons 26 (1983) 6, pp. 28-31
Persistent link: https://www.econbiz.de/10005354082
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Quality counts in services, too
Berry, Leonard L.; Zeithaml, Valarie A.; Parasuraman, A. - In: Business Horizons 28 (1985) 3, pp. 44-52
Persistent link: https://www.econbiz.de/10005354166
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Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - In: Journal of retailing 70 (1994) 3, pp. 201-230
Persistent link: https://www.econbiz.de/10006636139
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Research Note: More on Improving Service Quality Measurement
Parasuraman, A.; Berry, Leonard L.; Zeithaml, Valarie A. - In: Journal of retailing 69 (1993) 1, pp. 140-147
Persistent link: https://www.econbiz.de/10006638519