págs. 3-9
págs. 13-60
Tracking the Evolution of Services Marketing Literature
Mary Jo Bitner, Raymond P. Fisk, Stephen W. Brown
págs. 61-103
Discretion and the Service Employee
Scott W. Kelley
págs. 104-126
Research Note: Improving the Measurement of Service Quality
Arthur C. Nielson Jr, Tom J. Brown, J. Paul Peter, Gilbert A. Churchill Jr
págs. 127-139
Research Note: More on Improving Service Quality Measurement
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
págs. 140-147
© 2001-2024 Fundación Dialnet · Todos los derechos reservados