Swart, Magdalena Petronella - 2007
Many researchers (Cronin & Taylor: 1992, 1994, Grönroos, 1984; Parasuraman, Zeithaml & Berry: 1985, 1988) have devoted considerable attention to the development and testing of models for the measurement of service quality. Although some researchers (Chang & Yeh, 2002; Otto & Ritchie, 1996; Sergio & Hudson...