Professional Documents
Culture Documents
Quinn, J.B., Baruch, J.J. & Paquette, P.C. (1987) Technology in services, Scientific
American, Vol. 257 (6), pp.50-58
Parasuraman, A., Zeithaml, V.A & Berry, L. L. (1985) A Conceptual Model of Service
Quality and Its Implication for Future Research, Journal of Marketing, vol. 49, pp. 41-50
Parasuraman, A., Berry, L. & Zeithaml, V. (1991) Understanding customer expectations
of service, Sloan Management Review, Vol. 32, pp. 39-48
Cusumano, M., Kahl, S. & Suarez, F.F. (2006) Product, Process & Service: A New
Industry Lifecycle Model, available at
http://www.hbs.edu/units/strategy/pdf/14_Cusumano_Kahl_Suarez.pdf, [1.10.2014]
Gliem, J. and Gliem, R. (2003). Calculating, Interpreting, and Reporting Cronbachs Alpha Reliability
Coefficient for Likert-Type Scales. In: Midwest Research-to-Practice Conference in Adult, Continuing, and
Community Education. Columbus.
Hoffman, K. and Bateson, J. (2011). Services marketing. Mason, Ohio: South-Western Cengage
Learning.
Statistics.laerd.com, (2015). Cronbach's Alpha in SPSS - procedure, output and interpretation of the
output using a relevant example.. [online] Available at: https://statistics.laerd.com/spsstutorials/cronbachs-alpha-using-spss-statistics.php [Accessed 18 Nov. 2014].
Israel, G. (2013). Determining Sample Size. 3rd ed. [ebook] Agricultural Education and Communication
Department. Available at: http://edis.ifas.ufl.edu/pdffiles/pd/pd00600.pdf [Accessed 19 Dec. 2014].