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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

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Management, Organization Studies, Organizational Behavior +12

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Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations

Business, Marketing, Marketing Management +14