Journal of Retailing · 2000 · 1.4K citations · 44 references
ManagementQuality ManagementService OperationsServices MarketingTotal Quality ManagementCustomer SatisfactionService EvaluationService Performance MeasurementService QualityService Quality AssuranceService Quality ImprovementPerceived Service QualityService Quality GapsService Quality IndicatorsService Quality ManagementService Quality MeasurementService Quality MetricsService Quality ModelsService Quality Perception
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