1 |
Fishbien, M. and Ajzen, I.(1975), Belief, Attitude, Intention and Behavior. Reading, Massachusetts, Addison-Wesley
|
2 |
Heskett, J. L., Sasser Jr. W. E., and Schlesinger, L. A.(1997), The Service Profit Chain, The Free Press
|
3 |
Nunnally, J. C.(1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY
|
4 |
Oliver, R. L.(1993), 'Cognitive, affective and attribute bases of the satisfaction response,' Journal of Marketing Research, Vol. 20(December)
|
5 |
Reidenbach, R. E. and Sandifer-Smallwood, B.(1990), 'Exploring Perceptions Hospital Operations by a Modified SERVQUAL Approach,' Journal of Health Care Marketing, Vol. 10, pp. 47-55
|
6 |
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E.(1996), 'The American Customer Satisfaction Index: Nature, Purpose, and Findings,' Journal of Marketing, Vol. 60(October), pp. 7-18
DOI
ScienceOn
|
7 |
Gronroos, C.(1984), 'A Service Quality: The Six Criteria of Good Perceived Service Quality,' Review of Business, Vol. 9(Winter), pp. 10-13
|
8 |
Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C.(1995), Multivariate Data Analysis With Reading, Prentice Hall
|
9 |
Johnes, T. O. and Sasser, Jr. E.(1995), 'Why Satisfied Customer Defect,' Harvard Business Review, Nov-Dec, pp. 88-99
|
10 |
Olson, J. C. and Dover, P.(1976), 'Effects of Expectation creation and Disconfirmation on Belief Elements of Cognitive Structure,' in Advances in Consumer Research, Vol. 3
|
11 |
Binter, M. J.(1990), 'Evaluating Service Encounters: The effects of Physical Surroundings and Employee Responses,' Journal of Marketing, Vol. 54, No.2, pp. 69-82
DOI
ScienceOn
|
12 |
Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A.(1993), 'A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions,' Journal of Marketing Research, Vol. 30(February), pp. 7-27
DOI
ScienceOn
|
13 |
Cronin, J. J., Jr. and Taylor, S. A.(1992), 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, Vol. 5, pp. 55-68
|
14 |
Woodside, A. G., Frey, L. L., and Daly, R. T.(1989), 'Linking Service Quality, Customer Satisfaction, and Behavioral Intention,' Journal of Health Care Marketing, Vol. 9, pp. 5-17
|
15 |
Lehtinen, U. and Lehtinen, J. R.(1982), 'Service quality - a study of dimensions,' unpublished working paper, Service Management Institute, Helsinki, pp. 439-60
|
16 |
Wayland, R. E. and Cole, P. M.(1997), Consumer Connections: New Strategies for Growth, Harvard Business Press
|
17 |
Schmenner, R. W.(1986), 'How Can Service Business Survive and Prosper?' Sloan Management Review, Vol. 27, No. 3 (spring), pp. 21-32
|
18 |
Zeithaml, V. A. and Binter, M. J.(1996), Service Marketing, McGraw-Hill
|
19 |
Reichheld, F. F. and Sasser, Jr. W. E.(1990), 'Zero Defection: Quality Comes to Service,' Harvard Business Review, Vol. 68, pp. 105-111
|
20 |
Stephen, S. T., Stephen, W. B., and Murali, C.(1998), 'Consumer Evaluation of Service Complaint Experiences: Implications for Relationship Marketing,' Vol. 62, No.2, pp. 60-76
|
21 |
Zeithaml, V. A., Berry, L. L., and Parasuraman, A.(1988), 'Communication and Control Process in the Delivery of Service Quality,' Journal of Marketing, Vol. 52, pp. 35-48
DOI
ScienceOn
|
22 |
Spreng, R. A. and Mackoy, R. D.(1996), 'An Empirical Examination of a Model of Perceived Service Quality and Satisfaction,' Journal of Retailing, Vol. 59, pp. 201-214
|
23 |
Hoetler, J. W.(1983), 'The Analysis of Covariance Structures: Goodness-of-Fit Indices,' Sociological Methods and Research, Vol. 11, pp. 325-344
DOI
|
24 |
Fitzsimmons, J. and Fitzsimmons, M. J.(1998), Service Management, McGraw-Hill
|