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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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High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services
Wnderlich, Nancy V.; Wangenheim, Florian v.; Bitner, Mary Jo - In: Journal of service research : JSR 16 (2013) 1, pp. 3-20
Persistent link: https://www.econbiz.de/10010075712
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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