Seth, Nitin; Deshmukh, S.G.; Vrat, Prem - In: International Journal of Quality & Reliability Management 22 (2005) 9, pp. 913-949
Purpose – The main objective of this paper is to critically appraise various service quality models and identify issues for future research based on the critical analysis of literature. Design/methodology/approach – The paper critically examines 19 different service quality models reported...
