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Quality counts in services, too

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  • Berry, Leonard L.
  • Zeithaml, Valarie A.
  • Parasuraman, A.
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    File URL: http://www.sciencedirect.com/science/article/B6W45-4D44YBR-8/2/011c9b3f21a1748cc93665a72538bcc4
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    Bibliographic Info

    Article provided by Elsevier in its journal Business Horizons.

    Volume (Year): 28 (1985)
    Issue (Month): 3 ()
    Pages: 44-52

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    Handle: RePEc:eee:bushor:v:28:y:1985:i:3:p:44-52

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    Web page: http://www.elsevier.com/locate/bushor

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    Cited by:
    1. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
    2. Toivonen, Ritva Marketta, 2012. "Product quality and value from consumer perspective—An application to wooden products," Journal of Forest Economics, Elsevier, vol. 18(2), pages 157-173.
    3. Jane Z. Sojka & Dawn R. Deeter-Schmelz, 2002. "Enhancing the Emotional Intelligence of Salespeople," American Journal of Business, Emerald Group Publishing, vol. 17(1), pages 43-50.
    4. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
    5. Carvalho, Cláudia & Brito, Carlos, 2009. "New Forms of Public Service Delivery – are they really valuable?," Working Papers 7/2009, Universidade Portucalense, Centro de Investigação em Gestão e Economia (CIGE).
    6. Salunke, Sandeep & Weerawardena, Jay & McColl-Kennedy, Janet R., 2013. "Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1085-1097.
    7. Lee, Hanjoon & Delene, Linda M. & Bunda, Mary Anne & Kim, Chankon, 2000. "Methods of Measuring Health-Care Service Quality," Journal of Business Research, Elsevier, vol. 48(3), pages 233-246, June.
    8. Schniederjans, Marc J. & Karuppan, Corinne M., 1995. "Designing a quality control system in a service organization: A goal programming case study," European Journal of Operational Research, Elsevier, vol. 81(2), pages 249-258, March.

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