Nel, Deon; Boshoff, Christo; Mels, Gerhard - In: South African Journal of Business Management 28 (1997) 2, pp. 42-52
The purpose of this article is to conduct an empirical assessment of the extended service quality model proposed by Zeithaml, Berry Parasuraman. The article provides a brief review of the gap concept as a measurement framework for service quality Issues. This is followed by a description of the...