Bigné, Enrique; Moliner, Miguel A.; Sánchez, Javier - In: Journal of Services Marketing 17 (2003) 4, pp. 420-442
The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of...