Valarie A. Zeithaml

Servqual, a multiple-item scale for measuring customer perceptions of service quality

Services marketing

Services marketing

Services marketing in a changing environment

Loose Leaf for Services Marketing

Profiting from Services and Solutions

Gen Combo Looseleaf Service Marketing; Connect Access Card

Services Marketing

Communication and control processes in the delivery of service quality

1987

Defining and relating price, perceived quality, and perceived value

1987

Marketing de Servicios Un Enfoque de Integracion del Cliente a la Empresa- 2b

2002

The nature and determinants of customer expectations of service

1991

Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)

2004

Delivering quality service

1990

Services marketing

1996

A conceptual framework for understanding e-service quality

Ten lessons for improving service quality