A conceptual model of service quality and its implications for future researchZeithaml, 1988servqual: a multiple-item scale for measuring consumer perceptions of service qualityParasuraman Zeithaml and Berryservqual: a multiple-item scale for measuring consumer perceptions of service quality
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（Parasuraman、Zeithaml及Berry，1988）是在比較期望的服務與知覺的服務間 ... 的服務之間差距的評估，其中SERVQUAL 量表(Parasuraman et al....
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A. Parasuraman, V. Zeithaml, L. Berry; Published 1988; Business; Journal of Retailing. This paper...
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Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) SERVQUAL A Multiple-Item Scale for Measuri...
