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E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112
Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25
Persistent link: https://www.econbiz.de/10002566757
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A conceptual framework for understanding e-service quality : implications for future research and managerial practice
Zeithaml, Valarie A.; Parasuraman, A.; Malhotra, Arvind - 2000
Persistent link: https://www.econbiz.de/10001563380
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E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112
Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25
Persistent link: https://www.econbiz.de/10009893422
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Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1994
Persistent link: https://www.econbiz.de/10000896544
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Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986
Persistent link: https://www.econbiz.de/10000767760
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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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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
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 2003
Persistent link: https://www.econbiz.de/10001797913
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Ten lessons for improving service quality : Report No. 03-104
Berry, Leonard L.; Parasuraman, A.; Zeithaml, Valarie A. - In: MSI reports : working paper series (2003) 1, pp. 61-77
Persistent link: https://www.econbiz.de/10001824682
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Communication and control processes in the delivery of service quality
Zeithaml, Valarie A. - In: Journal of marketing 52 (1988) 2, pp. 35-48
Persistent link: https://www.econbiz.de/10001055294