Valarie A. Zeithaml
14 works on record
Works
Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
2004
Services marketing
1996
Delivering quality service
1990
Services marketing in a changing environment
Marketing de Servicios Un Enfoque de Integracion del Cliente a la Empresa- 2b
2002
The nature and determinants of customer expectations of service
1991
Communication and control processes in the delivery of service quality
1987
Defining and relating price, perceived quality, and perceived value
1987
Servqual, a multiple-item scale for measuring customer perceptions of service quality
Loose Leaf for Services Marketing
Profiting from Services and Solutions
Gen Combo Looseleaf Service Marketing; Connect Access Card
A conceptual framework for understanding e-service quality
Ten lessons for improving service quality