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Reviews of Books and Videos

Journal of the Academy of Marketing Science

Academy of Marketing Science

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First published online June, 1997

Reviews of Books and Videos

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Volume 25, Issue 3

https://doi.org/10.1177/0092070397253015

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References

Parasurarman, A. , Valarie A. Zeithaml , and Leonard L. Berry . 1988, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64 (Spring): 12-40.

Zeithaml, Valarie , A. Parasuraman , and Leonard L. Berry . 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press.

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