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Keywords: SERVQUAL
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Journal Articles
Modeling customer equity, SERVQUAL, and ethnocentrism: a Vietnamese case study
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2009) 20 (5): 544–560.
Published: 09 October 2009
...Jochen Wirtz; Robert Johnston; Khoe Sin Seow; Mark S. Rosenbaum; IpKin Anthony Wong Purpose The purpose of this paper is to explore how the return‐on‐marketing framework and its customer equity drivers (value, brand, and relationship) can be combined with service quality (SERVQUAL) measures...
Journal Articles
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents
Available to Purchase
Journal:
Journal of Service Management
International Journal of Service Industry Management (2007) 18 (5): 472–490.
Published: 16 October 2007
...Sylvie Llosa; Chiara Orsingher; François A. Carrillat; Fernando Jaramillo; Jay P. Mulki Purpose The purpose is to investigate, the difference between SERVQUAL and SERVPERF's predictive validity of service quality. Design/methodology/approach Data from 17 studies containing 42 effect sizes...
