Professional Documents
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References
References
Social Science, Vol. 6, No. 10 Berry, L.L., Parasuraman, A., Zeithaml, V.A., & Adsit, D. (1994). Improving service quality in America: lessons learned. Academy of Management Executive, 8(2), 32-52. Bitner, M.J. (1990). Evaluation service encounters: the effects of physical surrounding and employee responses. Journal of Marketing, 54, 69-82. Brown, S.W., & Swartz, T. (1989). A gap analysis of professional service quality. Journal of Marketing, 53(2), 92-8. Brown, T., Churchill, G., & Peter, J. (1993). Improving the measurement of service quality. Journal of Retailing,69(1), 127-39. Business Monitor International. (2010) Pakistan Telecommunication Report. Retrieved January 23, 2011, from http://74.125.153.132/search? q=cache:fS6swo66NJ8J.www.prlog.org/10623130 new market-research-report-pakistan-telecommunicatios-report-q2 2010.pdf Customer Satisfaction.(2007). Customer Satisfaction with Wireless Service Providers and Wireless Phone Manufacturers in Canada Declines Significantly. Retrieved January 23, 2011, from http://www.slashphone.com/1/8772.html International Telecommunication Union. (2009). Measuring the information society, the ICT development index. Retrieved January 23, 2011, from http://www.itu.int/ITUD/ict/publications/idi/2009/index.html Accenture. (2008). High Performance in the Age of Customer Centricity, Customer Satisfaction Research. Retrieved January 23, 2011, from http://www.acenture.com/NR/rdonlyres/19C0C8E9-C53E-4DC9-863C8F272CE0D033/0/Exec Summary _2007_ Global Customer SatisfactionSurvey_Final.pdf. Abu, N. K. (2004). Service quality dimensions: A study on various sizes of grocery retailers A conceptual paper, Proceeding of IBBC, p.633-641. Akan, P. (1995). Dimensions of service quality: a study in Istanbul, Managing service quality, MCB University Press, Vol.5, Number 6, p.39-43. Asubonteng, P., McCleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, Vol.10, Number 6, p.62-81. Badri, M. A., Abdulla, M. & Al-Madani, A. (2005). Service quality assessment and application of SERVQUAL, Vol. 22, Number 8, p. 819-848.
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