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Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.; Parasuraman, A.; Berry, Leonard L. - 1990
Persistent link: https://www.econbiz.de/10000083054
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The service-quality puzzle
Berry, Leonard L.; Parasuraman, A.; Zeithaml, Valerie A. - In: Business horizons 31 (1988) 5, pp. 35-43
Persistent link: https://www.econbiz.de/10003500754
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Qualitätsservice : was Ihre Kunden erwarten - was Sie leisten müssen
Zeithaml, Valarie A.; Parasuraman, A.; Berry, Leonard L. - 1992
Persistent link: https://www.econbiz.de/10009700995
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A conceptual model of service quality and its implications for future research
Parasuramam, A.; Zeithaml, Valarie A.; Berry, Leonard L. - In: Journal of marketing 49 (1985) 4, pp. 41-50
Persistent link: https://www.econbiz.de/10002615301
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Qualitätsservice : was Ihre Kunden erwarten - was Sie leisten müssen
Zeithaml, Valarie A.; Parasuraman, Ananthanarayanan; … - 1992
Persistent link: https://www.econbiz.de/10004117537