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Keywords: Bonuses
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Journal Articles
Managing Service Quality: An International Journal (1999) 9 (4): 274–286.
Published: 01 August 1999
...John C. Groth; Richard T. Dye Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery...
