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Chi tiết |
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Sách, tạp chí |
| Tiêu đề: |
Những nguyên lý tiếp thị |
| Tác giả: |
Kotler, P & Amstrong, G |
| Nhà XB: |
Nhà xuất bản thống kê |
| Năm: |
2004 |
|
| 3. Hoàng Trọng – Chu Nguyễn Mộng Ngọc (2005) “Phân tích dữ liệu nghiễn cứu với SPSS” – Nhà xuất bản Thống kê |
Sách, tạp chí |
| Tiêu đề: |
Phân tích dữ liệu nghiễn cứu với SPSS |
| Nhà XB: |
Nhà xuất bản Thống kê |
|
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Sách, tạp chí |
| Tiêu đề: |
La Qualitộ perỗue Comme Dộterminant de la Satisfaction des Clients en Business-To-Business. Une Étude Empirique dans le Domaine de la Téléphonie,” "Recherche et Application en Marketing |
| Tác giả: |
Champitaz, R. & Swaen, V |
| Năm: |
2004 |
|
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Sách, tạp chí |
| Tiêu đề: |
Merging service quality and service satisfaction: an empirical test of an integrative framework |
| Tác giả: |
De Ruyter, J.C., Bloemer, J.M.A. and Peters, P |
| Năm: |
1997 |
|
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Sách, tạp chí |
| Tiêu đề: |
A service quality model and its marketing implications”, "European Journal of Marketing |
| Tác giả: |
Gronroos, C |
| Năm: |
1984 |
|
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Sách, tạp chí |
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Service Quality: A Study of Quality Dimensions, Working Paper, Service Management Institute” |
| Tác giả: |
Lehtinen, U. and Lehtinen, J.R |
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1982 |
|
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Sách, tạp chí |
| Tiêu đề: |
A conceptual model of service quality and its implications for future research”, "Journal of Marketing, Vol 49 |
| Tác giả: |
Parasuraman A., Zeithaml V. & Berry L |
| Năm: |
1985 |
|
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Sách, tạp chí |
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Reassessment of expectations as a comparison standard in measuring service quality: implications for future research |
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Sách, tạp chí |
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Services Marketing: Integrating Customer Focus Across the Firm” |
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Zeithaml, V. A. & M. J. Bitner |
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2000 |
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