SERVPERF versus SERVQUAL : reconciling performance-based and perceptions-minus-expectations measurement of service quality / J. Joseph Cronin and Steven A. Taylor
Material type: ArticleLanguage: English Publisher: Chicago Subject(s): CALIDAD EN EL SERVICIO | CLIENTES | MEDICION | PERCEPCION DEL PRODUCTO | SATISFACCION DEL CONSUMIDOROther classification: REV In: Journal of Marketing Vol. 58 No. 1 (1994) ; p. 125-131No physical items for this record
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