Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A., The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 60, April 1996, pp. 31-46

Zeithaml

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Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A., ‘The Behavioral Consequences of Service Quality’, Journal of Marketing, Vol. 60, April 1996, pp. 31-46

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