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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
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 ...
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Publisher Resources

ISBN: 9781439840467