An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
Steven A. Taylor, Thomas L. Baker
Journal of Retailing, 1994
Abstract
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References
- SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988
- Linking service quality, customer satisfaction, and behavioral intention. 1989
- Service Quality: New Directions in Theory and Practice 1994
- Moderator variables: A clarification of conceptual, analytic, and psychometric issues 1982
- Service Breakthroughs: Changing the Rules of the Game 1990