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Service Excellence by Ruth N. Bolton

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References

Accenture. 2015. “Digital Business Era: Stretch Your Boundaries.” Accenture Technology Vision. http://techtrends.accenture.com/us-en/downloads/Accenture_Technology_Vision_2015.pdf (accessed November 14, 2015).

Agarwal, J., N.K. Malhotra, and R.N. Bolton. 2010. “A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers’ Perceived Service Quality.” Journal of International Marketing 18, no. 3, pp. 18–40.

Albrecht, K., and L.J. Bradford. 1990. “The Service Advantage.” Technical Assistance Research Programs, Inc. (TARP) Report to the White House Office of Consumer Affairs. Homewood, IL: Dow Jones-Irwin.

Anderson, E.W. 1998. “Customer Satisfaction and Word of Mouth.” Journal of Service Research ...

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