References [20-25]

Babakus, E, Boller, GW 1992, An empirical assessment of the SERVQUAL scale, Journal of Business
Research, Vol. 24: 253-68
Buttle, F 1996, SERVQUAL: review, critique, research agenda. European Journal of marketing, vol. 30,
no. 1, pp. 8-32
Carman, JM 1990, Consumer perceptions of service quality: An assessment of the SERVQUAL
dimensions, Journal of Retailing, Vol. 66, Spring, pp. 33-55
Cronin, JJ and Taylor, SA 1992, Measuring service quality: a reexamination and extension, Journal of
Marketing, vol. 56, no.7, pp. 55-68
Cronin, JJ and Taylor, SA 1994 SERVPERF versus SERVQUAL: reconciling performance-based and
perceptions-minus expectations measurement of service quality, Journal of Marketing, Vol. 58,
no.1, pp. 125-31.
Dale, BG 2003, Managing Quality, Blackwell, Oxford
Edvardsen, B., Tomasson, B. and Ovretveit , J. (1994), Quality of Service: Making it Really Work,
McGraw-Hill, New York, NY.
Edvardsson, B 1998, Service quality improvement, Managing Service Quality, 8 (2), 142-149
Futrell, D 1994 Ten reasons why surveys fail, Quality Progress, vol. 27, no. 4, pp. 6569
Garvin, DA 1988, Managing Quality, The Free Press

Goleman, D 1999, Working with Emotional Intelligence, Bloomsbury Publishing, Great Britain
Hollins,B, Shinkins, S 2006, Managing Service Operations, Sage Publications Ltd
Hoyle, D 2006, Quality Management Essentials, Butterworth-Heinemann
Iacobucci, D, Grayson, KA. and Omstrom, AL 1994 The calculus of service quality and customer
satisfaction: theoretical and empirical differentiation and integration, in Swartz, T.A., Bowen, D.E.
and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press,
Greenwich, CT, pp. 1-68.

Kang, GD 2006 The hierarchical structure of service quality: Integration of technical and functional
quality, Managing Service Quality, vol. 16, no. 1, pp. 37-50
Kotler, P, Keller, KL, Ang, SH, Leong, SM and Tan, CT 2013, Marketing Management: An Asian
Perspective, 6th edition, Pearson Education South Asia Pte Ltd, Singapore
Lages, L F & Fernandes, J C 2005 The SERPVAL scale: a multi-item instrument for measuring service
personal values, Journal of Business Research, vol. 58, no, 11, pp. 1562-1572
Lowndes, M, Dawes, J 2001, Distinct SERVQUAL dimensions: A measure of service quality, Canadian
Journal of Program Evaluation, Vol. 16, 2, pp. 41-53
Mukherjee, A & Nath, P 2005 An empirical assessment of comparative approaches to service quality
measurement, Journal of Services Marketing, vol. 19, no. 3, pp. 174-184
Parasuraman, A., Berry, L.L. & Zeithaml, V.A (1991), Refinement and reassessment of the
SERVQUAL scale, Journal of Retailing, Vol. 67: 420-50
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), SERVQUAL: a multi-item scale for measuring
consumer perceptions of the service quality, Journal of Retailing, Vol. 64, No.1, pp. 12-40
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), A conceptual model of service quality and its
implication, Journal of Marketing, Vol. 49, Fall, pp. 41-50
Porter, ME 1998, Competitive Strategy: Techniques for Analysing Industries and Competitors, New
York, Free Press
Saravan, R, Rao, KSP 2007, Service quality from the customers perspective: An empirical
investigation, Quality Management Journal, vol 14, no. 3
Saunders, M, Lewis, P & Thornhill, A 2009, Research Methods for Business Students, 5th edition,
Prentice Hall, London
Slack, N, Brandon-Jones, A, Johnston, R and Betts, A 2012, Operations and Process Management, 3rd
edition, Prentice Hall
Slack, N, Lewis, M 2008, Operations Strategy, 2nd edition, Financial Times Prentice Hall
Thompson, AA, Strickland, AJ and Gamble, JE 2010, Crafting and Executing Strategy: The Quest for
Competitive Advantage: Concepts and Cases, 18th edition, McGraw-Hill, New York

Zeithaml, VA, Parasuraman, A, & Berry, LL 1990, Delivering Quality Service: Balancing Customer
Perceptions and Expectations, Free Press, USA