SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality

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SERVQUAL A Multiple-item Scale for Measuring Consumer
Perceptions of Service Quality
Article in Journal of Retailing · January 1988
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3 authors:
A Parsu Parasuraman
Valarie A. Zeithaml
University of Miami
University of North Carolina at Chapel Hill
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Leonard L Berry
Texas A&M University
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