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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Bitner, Bernard Booms, Mary Tetreault (1990)

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A Service Quality Model and its Marketing Implications

Christian Grönroos (1984)

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A Conceptual Model of Service Quality and Its Implications for Future Research

A Parasuraman, Valarie A. Zeithaml, Leonard Berry (1986)

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Publication date (Print): 1995

Pages: 19-46

DOI: 10.1007/978-3-322-99411-0_1

SO-VID: 4b04650d-3638-4e17-be3a-87884c0a3e45

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Internes Marketing als neue Schwerpunktsetzung für das Personalmanagement in Dienstleistungsunternehmen
Authors: Manfred Bruhn

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Qualitätssicherung im Dienstleistungsmarketing — eine Einführung in die theoretischen und praktischen Probleme

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Most cited references 22

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

A Service Quality Model and its Marketing Implications

A Conceptual Model of Service Quality and Its Implications for Future Research

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