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Services marketing : integrating customer focus across the firm
Wilson, Alan; Zeithaml, Valerie A.; Bitner, Mary Jo; … - 2008 - 1. European ed.
Persistent link: https://www.econbiz.de/10013469468
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Designing a winning service strategy : [7th annual Services Marketing Conference proceedings]
Bitner, Mary Jo (ed.) - 1989
Persistent link: https://www.econbiz.de/10013541175
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Service firms need marketing skills
Parasuraman, A.; Berry, Leonard L.; Zeithaml, Valarie A. - In: Business Horizons 26 (1983) 6, pp. 28-31
Persistent link: https://www.econbiz.de/10005354082
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Quality counts in services, too
Berry, Leonard L.; Zeithaml, Valarie A.; Parasuraman, A. - In: Business Horizons 28 (1985) 3, pp. 44-52
Persistent link: https://www.econbiz.de/10005354166
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The service-quality puzzle
Berry, Leonard L.; Parasuraman, A.; Zeithaml, Valarie A. - In: Business Horizons 31 (1988) 5, pp. 35-43
Persistent link: https://www.econbiz.de/10005333117
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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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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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Defining and relating price, perceived quality, and perceived value
Zeithaml, Valarie A. - 1987
Persistent link: https://www.econbiz.de/10000774050
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Quality counts in services, too
Berry, Leonard L. - In: Business horizons 28 (1985) 3, pp. 44-52
Persistent link: https://www.econbiz.de/10001024886
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SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
Parasuraman, A. - In: Journal of retailing 64 (1988) 1, pp. 12-37
Persistent link: https://www.econbiz.de/10001056853