Reeves, C., & Hoy, F. (1993). Employee Perceptions of Management Commitment and Customer Evaluations of Quality Service in Independent Firms. Journal of Small Business Management, 31(4), 52+. Retrieved December 4, 2004, from Questia database, http://www.q
Service Operation at McDonald's
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990.
Library Services Performance
Schwalb, Greg. (Summer, 2001) "Quality, client Service and Team Work" Buildings Quarterly. Retrieved from http://www.kiewitbuildinggroup.com/pdf/summer2001_web.pdf#search='Kiewit%20clients' Accessed on 6 August, 2005
Kiewits Construction Company Research
Cannon, Debra F. (2002). Expanding paradigms in providing internal service. Managing Service Quality., 12, 2, pg. 87, 13 pgs
Six-Sigma Quality Management
Willson, Victor L. "An empirical investigation of the relationships between service quality, satisfaction and behavioral intentions among visitors to a wildlife refuge. Journal of Leisure Research, (2002, January 1). Database on line. Available from Highb
Distinction between Satisfaction and Service Quality
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