
62 Designing Service Excellence
Endnotes
1. See, for example, discussions in Steven A. Taylor and Thomas L. Baker (1994),
An Assessment of the Relationship between Service Quality and Customer Sat-
isfaction in the Formation of Customer’s Purchase Intentions, Journal of Retailing,
70(2), 163–172; Valerie A. Zeithaml, Leonard L. Berry, and A. Parasuraman (1996),
The Behavioral Consequences of Service Quality, Journal of Marketing, 60, 31–46;
Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner
(2000), Self-Service Technologies: Understanding Customer Satisfaction with
Technology-Based Service Encounters, Journal of Marketing ...