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SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

A. Parasuraman, V. Zeithaml, L. Berry

1988JOURNAL OF RETAILING

Résumé

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Format de citation

PARASURAMAN, A.; ZEITHAML, V.; BERRY, L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. JOURNAL OF RETAILING, 1988, 64: 12–40.