Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research:
作者： A. Parasuraman , Valarie A. Zeithaml , Leonard L. Berry
DOI: 10.2307/1252255
关键词:
摘要: … prior findings pertaining to SERVQUAL (PZB 1988) because it … of the various multiple-item service quality scales by con… C&T's failure to use multiple-item scales to measure CS and PI, …
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