Tài liệu tham khảo |
Loại |
Chi tiết |
1. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), SERVQUAL revisited: a critical review of service quality, Journal of Services Marketing, Vol. 10, No. 6: 62-81 |
Sách, tạp chí |
Tiêu đề: |
SERVQUAL revisited: a critical review of service quality |
Tác giả: |
Asubonteng, P., McCleary, K.J. and Swan, J.E |
Năm: |
1996 |
|
2. Caruana, A. & Malta, M, (2002), Serviceloyalty-The effects of service quality and the mediating role of customer satisfaction, European Journal of Marketing, Vol.36 No.7/8, 2002, pp.811-828 |
Sách, tạp chí |
Tiêu đề: |
Serviceloyalty-The effects of service quality and the mediating role of customer satisfaction |
Tác giả: |
Caruana, A. & Malta, M |
Năm: |
2002 |
|
3. Cronin, J.J., & Taylor, S. A. (1992), Measuring service quality: A reexamination and extension, Journal of Marketing, Vol 56 (July): 55-68 |
Sách, tạp chí |
Tiêu đề: |
Measuring service quality: A reexamination and extension |
Tác giả: |
Cronin, J.J., & Taylor, S. A |
Năm: |
1992 |
|
4. Hair, Jr. J.F, Anderson, R.E., Tatham, R.L. & Black, W.C. (1998), Multivariate Data Analysis, Prentical-Hall International, Inc |
Sách, tạp chí |
Tiêu đề: |
Multivariate Data Analysis |
Tác giả: |
Hair, Jr. J.F, Anderson, R.E., Tatham, R.L. & Black, W.C |
Năm: |
1998 |
|
5. Kotler, P., & Keller, K.L. (2006), Marketing Management, Pearson Prentice Hall, USA |
Sách, tạp chí |
Tiêu đề: |
Marketing Management |
Tác giả: |
Kotler, P., & Keller, K.L |
Năm: |
2006 |
|
6. Lassar, W.M., Manolis, C. & Winsor, R.D. (2000), Service quality perspectives and satisfaction in private banking, International Journal of Bank Marketing, 18/4: 181-199 |
Sách, tạp chí |
Tiêu đề: |
Service quality perspectives and satisfaction in private banking |
Tác giả: |
Lassar, W.M., Manolis, C. & Winsor, R.D |
Năm: |
2000 |
|
7. Oliver, R.L. and Satisfaction, A Behavioral Perspective on the Customer, Irwin McGraw Hill, (1997) |
Sách, tạp chí |
Tiêu đề: |
A Behavioral Perspective on the Customer |
|
8. Parasuraman, A., V.A.Zeithaml, & L. L. Berry (1985), A concept model of service quality and its implications for future research, Journal of Marketing, 49 (Fall): 41– 50 |
Sách, tạp chí |
Tiêu đề: |
A concept model of service quality and its implications for future research |
Tác giả: |
Parasuraman, A., V.A.Zeithaml, & L. L. Berry |
Năm: |
1985 |
|
9. Robinson, S., (1999), Measuring Service Quality: Current Thinking And Future Requirements, Marketing Intelligence & Planning, 17 (1) |
Sách, tạp chí |
Tiêu đề: |
Measuring Service Quality: Current Thinking And Future Requirements |
Tác giả: |
Robinson, S |
Năm: |
1999 |
|
10. Spreng, R.A. & Mackoy, R.D. (1996), An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, Vol 72(2): 201-14 |
Sách, tạp chí |
Tiêu đề: |
An empirical examination of a model of perceived service quality and satisfaction |
Tác giả: |
Spreng, R.A. & Mackoy, R.D |
Năm: |
1996 |
|