The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents

Author： Carrillat François A.   Jaramillo Fernando   Mulki Jay P.  

Publisher： Emerald Group Publishing Ltd

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.18, Iss.5, 2007-10, pp. : 472-490

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