Reference: | [1] Babakusand,E.and Boller,G.W.,” An empirical assessment of the SERVQUAL scale,”Journal of Business Research,Volume 24, Issue 3, 1992, pp.253-268 . [2] Buttle,F. and Burton,J., “Does service failure influence customer loyalty?”Journal of Consumer Behaviour, vol. 1, Feb. 2002, pp. 217-227. [3] Chang ,K.C., Chen,M.C., and Hsu,C.L., “Applying loss aversion to assess the effect of customers’ asymmetric responses to service quality on post-dining behavioral intentions: An empirical survey in the restaurant sector,”International Journal of Hospitality Management, vol. 29, 2010, pp. 620-631. [4] Han,G. and Zhang, A. “Starbucks is forbidden in the Forbidden City: Blog, circuit of culture and informal public relations campaign in China,” Public Relations Review, vol. 35, 2009, pp. 395-401. [5] Martilla, J.A. and James, J.C., 1977,“Importance-performance analysis,” Journal of Marketing, 44(1), pp. 77-79 [6] Parasuraman,A.,Zeithaml,V.A., and Berry,L. L.,” SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perception,”Journal of Retailing ,Volume: 64, Issue: 1,1988,pp.12-40 [7] Eklof, J.A. andAnders,W.,”Customer satisfaction index and its role in qualitymanagement,”Total Quality Management,Vol.9,Nos. 4&5,1998,pp.80-85 [8] Hall,M.C. andElliott,K.M.,”Expectations and performance from whose perspective:A note on measuring service quality,”Journal of Professional Service Marketing,Vol.8,No.2,1993,pp.27-31 [9] Durvasula,S., Lysonski,S.,andMehta,C.,” Testing the SERVQUAL scale in the business-to-business sector: The case of ocean freight shipping service, ” Journal of Services Marketing, Vol. 13 Iss: 2, 1987,pp.132 – 150 |