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  Zeithaml

  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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  Zeithaml

  Zeithaml, V., Parasuraman, A., and Berry, L., Delivering Quality Service, The Free Press, New York, 1990.

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  Zeithaml

  Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A., ‘The Nature and Determinants of Customer Expectations of Service’, Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.

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  Zeithaml

  Zeithaml, Valarie A., ‘Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence’, Journal of Marketing, Vol. 52, July 1988, pp. 2-22.

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  Zeithaml

  Zeithaml, Valarie A. and Bitner, Mary Jo, Services Marketing – Integrating Customer Focus Across the Firm, Second Edition, Irwin-McGraw-Hill, Boston, 2000.

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