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A conceptual framework for understanding e-service quality : implications for future research and managerial practice
Zeithaml, Valarie A.; Parasuraman, A.; Malhotra, Arvind - 2000
Persistent link: https://www.econbiz.de/10001563380
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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
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Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge
Zeithaml, Valarie A.; Parasuraman, A.; Malhotra, Arvind - In: Journal of the Academy of Marketing Science 30 (2002) 4, pp. 362-375
Persistent link: https://www.econbiz.de/10006151479
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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/10009893422