119
REFRENCES
Adufutse, W. Y. (2010). Customer service experience| A quantitative analysis of
frontline employees' and customers' perceptions in the fast food industry.
WALDEN UNIVERSITY.
Angelova, B., & Zekiri, J. (2011). Measuring Customer Satisfaction with Service
Quality Using American Customer Satisfaction Model (ACSI Model).
International Journal of Academic Research in Business and Social Sciences,
ISSN, 2222-6990.
Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a
critical review of service quality. Journal of Services Marketing, 10(6), 6281.
Bennington, L., & Cummane, J. (1998a). Customer satisfaction, loyalty and
government social security providers. Paper presented at the Proceedings of
the EIASM Workshop, Quality Management in Services VIII.
Bennington, L., & Cummane, J. (1998b). Measuring service quality: A hybrid
methodology. Total Quality Management, 9(6), 395-405.
Bennington, L., Cummane, J., & Conn, P. (2000). Customer satisfaction and call
centers: an Australian study. International Journal of Service Industry
Management, 11(2), 162-173.
Berkley, B. J., & Gupta, A. (1994). Improving service quality with information
technology. International Journal of Information Management, 14(2), 109121.
Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall
satisfaction versus quality. Service quality: New directions in theory and
practice, 72-94.
Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in internet banking:
the importance of customer role. Marketing Intelligence & Planning, 20(6),
327-335.
120
Brogowicz, A. A., Delene, L. M., & Lyth, D. M. (1990). A synthesised service
quality model with managerial implications. International Journal of Service
Industry Management, 1(1), 27-45.
Brown, S. W., & Bitner, M. J. (2006). Mandating a services revolution for
marketing. The Service-Dominant Logic of Marketing: Dialog, Debate, and
Directions, 393-405.
Caruana, A., & Pitt, L. (1997). INTQUAL-an internal measure of service quality and
the link between service quality and business performance. European Journal
of marketing, 31(8), 604-616.
Chang, T. Z., & Chen, S. J. (1998). Market orientation, service quality and business
profitability: a conceptual model and empirical evidence. Journal of Services
Marketing, 12(4), 246-264.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants
of customer satisfaction. Journal of marketing research, 491-504.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality,
value, and customer satisfaction on consumer behavioral intentions in service
environments. Journal of retailing, 76(2), 193-218.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination
and extension. The Journal of Marketing, 55-68.
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service
options: an investigation of alternative models of service quality.
International Journal of research in Marketing, 13(1), 29-51.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive
framework for service quality: an investigation of critical conceptual and
measurement issues through a longitudinal study. Journal of retailing, 76(2),
139-173.
Dehghan, A. (2006). Relationship between service quality and customer satisfaction:
In the case of CCG. Tarbiat Modares University Faculty of Engineering
Department Industrial Engineering Lulea University of Technology Tehran.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the
GAP model in a large service organisation. Journal of Services Marketing,
14(5), 358-377.
121
Ghasemi, M., kazemi, A., & Esfahani, A. N. (2012). Investigating and evaluation of
service quality gaps by revised Servqual model. INTERDISCIPLINARY
JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS, 03(09), 12.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and
models. International Journal of Quality & Reliability Management, 11(9),
43-66.
Gronroos, C. (1993). A service quality model and its marketing implications.
European Journal of marketing, 18(4), 36-44.
Grönroos, C. (1988). New competition in the service economy: the five rules of
service. International Journal of Operations & Production Management,
8(3), 9-19.
Gummesson, E. (1998). Productivity, quality and relationship marketing in service
operations. International Journal of Contemporary Hospitality Management,
10(1), 4-15.
Gurau, C. (2003). Tailoring e-service quality through CRM. Managing service
quality, 13(6), 520-531.
Haywood-Farmer, J. (1988). A conceptual model of service quality. International
Journal of Operations & Production Management, 8(6), 19-29.
Jiang, J. J., Klein, G., Slyke, C. V., & Cheney, P. (2003). A note on interpersonal and
communication skills for IS professionals: Evidence of positive influence.
Decision Sciences, 34(4), 799-812.
Kotler, P., & Keller, K. L. (2006). Marketing management 12e. New Jersey.
Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives
and satisfaction in private banking. Journal of Services Marketing, 14(3),
244-271.
Lee, W., & Lambert, C. U. (2006). The effect of waiting time and affective reactions
on customers' evaluation of service quality in a cafeteria. Journal of
Foodservice Business Research, 8(2), 19-37.
Mattsson, J. (1992). A service quality model based on an ideal value standard.
International Journal of Service Industry Management, 3(3), 18-33.
Monk, D., & Ryding, D. (2007). Service quality and training: a pilot study. British
Food Journal, 109(8), 627-636.
122
Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service
quality measurement in a high street retail bank. International Journal of
Bank Marketing, 19(3), 126-139.
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic
perspective. International Journal of Hospitality Management, 18, 67-82.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of
satisfaction decisions. Journal of marketing research, 460-469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (2004). Refinement and
reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 114.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of
service quality and its implications for future research. The Journal of
Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of
retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of
expectations as a comparison standard in measuring service quality:
implications for further research. The Journal of Marketing, 111-124.
Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new PCP
attributes model. International Journal of Quality & Reliability Management,
14(3), 260-286.
Reichheld, F. F., & Sasser Jr, W. E. (1990). Zero defections: quality comes to
services. Harvard business review, 68(5), 105.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions.
Managing service quality, 13(3), 233-246.
ScottKelso, R. (2008). Measuring undergraduate student perceptions of service
quality in higher education. University of South Florida.
Seth, N., Deshmukh, S., & Vrat, P. (2005). Service quality models: a review.
International Journal of Quality & Reliability Management, 22(9), 913-949.
Shahin, A., & Samea, M. (2010). Developing the models of service quality gaps: a
critical discussion. Business Management and Strategy, 1(1), E2.
Silvestro, R., & Cross, S. (2000). Applying the service profit chain in a retail
environment: Challenging the “satisfaction mirror”. International Journal of
Service Industry Management, 11(3), 244-268.
123
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data
envelopment analysis model for bank branches. International Journal of
Bank Marketing, 18(5), 246-252.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of
perceived service quality and satisfaction. Journal of retailing, 72(2), 201214.
Sureshchandar, G., Rajendran, C., & Anantharaman, R. (2002). The relationship
between service quality and customer satisfaction–a factor specific approach.
Journal of Services Marketing, 16(4), 363-379.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1997). Retail service quality and
perceived value: A comparison of two models. Journal of Retailing and
Consumer Services, 4(1), 39-48.
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: a meta-analysis
of the empirical evidence. Journal of the academy of marketing science,
29(1), 16-35.
Tan, K. C., & Kek, S. W. (2004). Service quality in higher education using an
enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17-24.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between
service quality and customer satisfaction in the formation of consumers'
purchase intentions. Journal of retailing, 70(2), 163-178.
Teas, R. K. (1993). Expectations, performance evaluation, and consumers'
perceptions of quality. The Journal of Marketing, 18-34.
Teas, R. K. (1994). Expectations as a comparison standard in measuring service
quality: an assessment of a reassessment. The Journal of Marketing, 132-139.
Ueno, A. (2010). What are the fundamental features supporting service quality?
Journal of Services Marketing, 24(1), 74-86.
Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The
role of student expectations. Journal of Business Research, 60(9), 949-959.
Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service
quality, customer value, satisfaction: Evidence from China's
telecommunication industry. Information Systems Frontiers, 6(4), 325-340.
Wong, Y., Hung, H., & Chow, W. (2007). Mediating effects of relationship quality
on customer relationships: an empirical study in Hong Kong. Marketing
Intelligence & Planning, 25(6), 581-596.
124
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery
through web sites: a critical review of extant knowledge. Journal of the
academy of marketing science, 30(4), 362-375.
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in
consumer banking. International Journal of Service Industry Management,
13(1), 69-90.