| Tài liệu tham khảo |
Loại |
Chi tiết |
| 1. Gronroos, C., A service quality model and its marketing implications. European Journal of Marketing, 1984: p. 36 – 44 |
Sách, tạp chí |
| Tiêu đề: |
A service quality model and its marketing implications |
|
| 2. Kotler, P., & Keller, K.L., Marketing Management. 2006: Pearson Prentice 105 Hall |
Sách, tạp chí |
| Tiêu đề: |
Marketing Management |
|
| 3. Van Kemenade, E., M. Pupius, and T.W. Hardjono, More Value to Defining Quality. Quality in Higher Education, 2008. 14(2): p. 175-185 |
Sách, tạp chí |
| Tiêu đề: |
More Value to Defining Quality |
|
| 4. Parasuraman, A.P., V. Zeithaml, and L. Berry, SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. 1988 |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality |
|
| 5. Cronin, J.J. and S.A. Taylor, Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 1992. 56(3): p. 55-68 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Service Quality: A Reexamination and Extension |
|
| 6. Grửnroos, C., A Service Quality Model and its Marketing Implications. European Journal of Marketing, 1984. 18(4): p. 36-44 |
Sách, tạp chí |
| Tiêu đề: |
A Service Quality Model and its Marketing Implications |
|
| 7. Peter F. Drucker, The Five Most Important Questions You Will Ever Ask about Your Organization. 2008 |
Sách, tạp chí |
| Tiêu đề: |
The Five Most Important Questions You Will Ever Ask about Your Organization |
|
| 8. Oliver, R.L.W.O.B., Disconfirmation Processes and Consumer Evaluations in Product Usage. Journal of Business Research, 1985(13): p. 235-246 |
Sách, tạp chí |
| Tiêu đề: |
Disconfirmation Processes and Consumer Evaluations in Product Usage |
|
| 9. A. Parasuraman, V.A.Z.a.L.L.B., SERVQUAL: A Multiple-Item Scale for Measuring Customer Cognizances of Service Quality. Journal of Retailing, 1988. 64(1): p. 12-40 |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL: A Multiple-Item Scale for Measuring Customer Cognizances of Service Quality |
|
| 10. Hansemark, O.C. and M. Albinsson, Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 2004. 14(1): p. 40-57 |
Sách, tạp chí |
| Tiêu đề: |
Customer satisfaction and retention: the experiences of individual employees |
|
| 11. Kotler, P.a.A., G. Principles of Marketing. Global Edition, Pearson Prentice Hall, 2012. 14 |
Sách, tạp chí |
| Tiêu đề: |
G. Principles of Marketing |
|
| 12. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 1985: p. 49, 41-50 |
Sách, tạp chí |
| Tiêu đề: |
A Conceptual Model of Service Quality and Its Implications for Future Research |
|
| 13. J. Joseph Cronin, J.a.S.A.T., Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 1992. 56(3): p. 55-68 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Service Quality: A Reexamination and Extension |
|
| 14. Cronin, J.J. and S.A. Taylor, SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 1994. 58(1): p. 125-131 |
Sách, tạp chí |
| Tiêu đề: |
SERVPERF versus SERVQUAL: Reconciling "Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality |
|
| 15. M. Carman, J., Consumer Perceptions of Service Quality: an Assessment of the SERVQUAL Dimensions. Vol. 66. 1990. 33-55 |
Sách, tạp chí |
| Tiêu đề: |
Consumer Perceptions of Service Quality: an Assessment of the SERVQUAL Dimensions |
|
| 16. Zeithaml, V., A.P. Parasuraman, and L. Berry, Delivering quality service: Balancing customer perceptions and expectations. 1990 |
Sách, tạp chí |
| Tiêu đề: |
Delivering quality service: Balancing customer perceptions and expectations |
|
| 17. Abdullah, F., Measuring Service Quality in Higher Education: HEdPERF versus SERVPERF. Marketing Intelligence & Planning, 2006: p. 24, 31-47 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Service Quality in Higher Education: HEdPERF versus SERVPERF |
|
| 19. Parasuraman, A.P., L. Berry, and V. Zeithaml, Understanding Customer Expectations of Service. Vol. 32. 1991. 39–48 |
Sách, tạp chí |
| Tiêu đề: |
Understanding Customer Expectations of Service |
|
| 20. Zeithaml, V., M. Bitner, and D. Gremler, Services Marketing : Integrating Customer Focus Across the Firm / V.A. Zeithaml, M.J. Bitner, DD. Gremler. 2019 |
Sách, tạp chí |
| Tiêu đề: |
Services Marketing : Integrating Customer Focus Across the Firm / V.A. Zeithaml, M.J. Bitner, DD. Gremler |
|
| 21. Lassar, W., C. Manolis, and R. Winsor, Service quality perspectives and satisfaction in private banking. Vol. 18. 2000. 181-199 |
Sách, tạp chí |
| Tiêu đề: |
Service quality perspectives and satisfaction in private banking |
|