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A Parasuraman

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Servqual, a multiple-item scale for measuring customer perceptions of service quality

by A Parasuraman, A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry First published in 1986 — 3 editions

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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

by A Parasuraman First published in 1994 — 1 edition

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OLID: OL4587661A

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Created September 12, 2008
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September 12, 2008

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Imported from Miami University of Ohio MARC record