Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (April), 31-46.
Distinction between Satisfaction and Service Quality
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
Cannon, Debra F. (2002). Expanding paradigms in providing internal service. Managing Service Quality., 12, 2, pg. 87, 13 pgs
Six-Sigma Quality Management
Parasuraman, A., Zeithaml, V. A. and L. L. Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1):12.
Library Services Performance
Welcome to LibQUAL+ (2004). LibQUAL+: Charting Library Service Quality. Available: http://www.libqual.org/.
Library Services Performance
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