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A Conceptual Model of Service Quality and its Implication for Future Research
(SERVQUAL)

Article  in  Journal of Marketing · January 1985

DOI: 10.2307/1251430

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3 authors:

A Parsu Parasuraman Valarie A. Zeithaml

University of Miami University of North Carolina at Chapel Hill
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Leonard L Berry
Texas A&M University
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Customer Portfolio Analysis View project

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