Service quality : insights and managerial implications from the frontier / Roland T. Rust, Richard L. Oliver
The nature of customer value : an axiology of services in the consumption experience / Morris B. Holbrook
Encounter satisfaction versus overall satisfaction versus quality : the customer's voice / Mary Jo Bitner, Amy R. Hubbert
Price and advertising as market signals for service quality / Jan-Benedict E.M. Steenkamp, Donna L. Hoffman
How consumers predict service quality : what do they expect? / Valerie S. Folkes
Managing services when the service is a performance / John Deighton
Beyond smiling : social support and service quality / Mara B. Adelman, Aaron Ahuvia, Cathy Goodwin
Linking customer satisfaction to service operations and outcomes / Ruth N. Bolton, James H. Drew
On the measurement of perceived service quality : a conjoint analysis approach / Wayne S. DeSarbo ... [et al.]
Explanations for the growth of services / Steven M. Shugan
A customer satisfaction research prospectus / Eugene W. Anderson, Claes Fornell.
