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Applying Importance Performance Analysis As A Service Quality Measure In Food Service Industry - This model is based on the analysis of expectations and perceptions of users of health services.
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Zeithaml - And berry, l.l., delivering service quality:
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O Maior Milagre Da Natureza E O Seu Cliente Por Isso Conheca O Bem - Customer perceptions and expectations (new york:
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Services Marketing Defining Services Approaches To Services Marketing - Recommendations for improving service quality pioneers in conducting academic service research, berry, parasuraman, and zeithaml offer 10 lessons they maintain are essential for improving service quality across service industries.