COMMUNICATION AND CONTROL PROCESSES IN THE DELIVERY OF SERVICE QUALITY

被引：623

作者：

ZEITHAML, VA ^{[1
]}

BERRY, LL ^{[1
]}

PARASURAMAN, A ^{[1
]}

机构：

[1] TEXAS A&M UNIV, CTR RETAILING STUDIES, COLLEGE STN, TX 77843 USA

来源：

关键词：

D O I：

10.2307/1251263

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：35 / 48

页数：14

共 65 条

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AVERILL, JR .

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BERRY, LL ;

ZEITHAML, VA ;

PARASURAMAN, A .

[5]

BERRY LL, 1986, AM BANKER 0212, P4

[6]

CLIST T, 1985, SERVICES MARKETING C, P13

[7]

CROMWELL RL, 1971, ACUTE MYOCARDIAL INF

[8]

CROSBY P, 1979, QUALITY FREE

[9]

DAFT RL, 1984, RES ORGAN BEHAV, V6, P191

[10]

DAFT RL, 1985, ORG MICRO MACRO APPR