Service quality (English Wikipedia)

Analysis of information sources in references of the Wikipedia article "Service quality" in English language version.

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asq.org

Grönroos, Christian (1991-12-01). "Scandinavian Management and the Nordic School of Services‐Contributions to Service Management and Quality". International Journal of Service Industry Management. 2 (3): 17–26. doi:10.1108/09564239110007247. ISSN 0956-4233.
Grönroos, Christian (1984-04-01). "A Service Quality Model and its Marketing Implications". European Journal of Marketing. 18 (4): 36–44. doi:10.1108/EUM0000000004784. ISSN 0309-0566.
Cronin, J.Joseph; Brady, Michael K; Hult, G.Tomas 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. doi:10.1016/s0022-4359(00)00028-2. ISSN 0022-4359.
"The relationship between service quality and customer satisfaction – a factor specific approachnull". Journal of Services Marketing. 16 (4): 363–379. 2002-07-01. doi:10.1108/08876040210433248. ISSN 0887-6045. S2CID 167753434.
Shanka, Mesay Sata (2012). "Measuring Service Quality in Ethiopian Airlines". Journal of Educational and Social Research. 2 (9): 173–180. CiteSeerX 10.1.1.656.478. doi:10.5901/jesr.2012.v2n9p173 (inactive 1 November 2024). ISSN 2239-978X. S2CID 167411428.{{cite journal}}: CS1 maint: DOI inactive as of November 2024 (link)

Oliver, R.L., Satisfaction: A Behavioural Perspective on the Consumer, Boston, MA, Irwin McGraw-Hill, 1996; Souca, Ma. L., "SERVQUAL - Thirty years of research on service quality with implications for customer satisfaction," in Marketing - from Information to Decision, [Proceedings of the International Conference], Cluj-Napoca: Babes Bolyai University, 2011, pp 420 -429; van Dyke, T.P., Kappelman, L.A. and Prybutok, V.R.,"Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire," MIS Quarterly, Vol. 21, No. 2, 1997, pp. 195-208, <Online: https://www.jstor.org/stable/249419>

Shanka, Mesay Sata (2012). "Measuring Service Quality in Ethiopian Airlines". Journal of Educational and Social Research. 2 (9): 173–180. CiteSeerX 10.1.1.656.478. doi:10.5901/jesr.2012.v2n9p173 (inactive 1 November 2024). ISSN 2239-978X. S2CID 167411428.{{cite journal}}: CS1 maint: DOI inactive as of November 2024 (link)

"The relationship between service quality and customer satisfaction – a factor specific approachnull". Journal of Services Marketing. 16 (4): 363–379. 2002-07-01. doi:10.1108/08876040210433248. ISSN 0887-6045. S2CID 167753434.
Shanka, Mesay Sata (2012). "Measuring Service Quality in Ethiopian Airlines". Journal of Educational and Social Research. 2 (9): 173–180. CiteSeerX 10.1.1.656.478. doi:10.5901/jesr.2012.v2n9p173 (inactive 1 November 2024). ISSN 2239-978X. S2CID 167411428.{{cite journal}}: CS1 maint: DOI inactive as of November 2024 (link)

Grönroos, Christian (1991-12-01). "Scandinavian Management and the Nordic School of Services‐Contributions to Service Management and Quality". International Journal of Service Industry Management. 2 (3): 17–26. doi:10.1108/09564239110007247. ISSN 0956-4233.
Grönroos, Christian (1984-04-01). "A Service Quality Model and its Marketing Implications". European Journal of Marketing. 18 (4): 36–44. doi:10.1108/EUM0000000004784. ISSN 0309-0566.
Cronin, J.Joseph; Brady, Michael K; Hult, G.Tomas 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. doi:10.1016/s0022-4359(00)00028-2. ISSN 0022-4359.
"The relationship between service quality and customer satisfaction – a factor specific approachnull". Journal of Services Marketing. 16 (4): 363–379. 2002-07-01. doi:10.1108/08876040210433248. ISSN 0887-6045. S2CID 167753434.
Shanka, Mesay Sata (2012). "Measuring Service Quality in Ethiopian Airlines". Journal of Educational and Social Research. 2 (9): 173–180. CiteSeerX 10.1.1.656.478. doi:10.5901/jesr.2012.v2n9p173 (inactive 1 November 2024). ISSN 2239-978X. S2CID 167411428.{{cite journal}}: CS1 maint: DOI inactive as of November 2024 (link)