1987

Communication and control processes in the delivery of service quality

Zeithaml, Valarie A.

Cambridge, Mass. : Marketing Science Institute, 1987

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2000

A conceptual framework for understanding e-service quality : implications for future research and managerial practice

Zeithaml, Valarie A.

Cambridge, Mass. : Marketing Science Institute, [2000]

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1990

Delivering quality service : balancing customer perceptions and expectations

Zeithaml, Valarie A.

New York : Free Press ; London : Collier Macmillan, [1990]

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2000

Driving customer equity : how customer lifetime value is reshaping corporate strategy

Rust, Roland T.

New York ; London : Free Press, 2000

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1994

Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link - working paper

Parasuraman, A.

Cambridge, Mass. : Marketing Science Institute, [1994]

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1991

Price and brand name as indicators of quality dimensions

Brucks, Merrie

Cambridge, Mass. : Marketing Science Institute, [1991]

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2014

Profiting from services and solutions : what product-centric firms need to know

1st ed


 

2006

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.
Fourth edition
Boston : McGraw-Hill/Irwin, [2006]

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2009

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.
Fifth edition
Boston : McGraw-Hill Irwin, [2009]

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2018

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A., author.
Seventh edition
New York : McGraw-Hill Education, [2018]

 

2018

Services Marketing : Integrating Customer Focus Across the Firm

Zeithaml, Valarie A
7th ed. [International student edition]
New York, NY : McGraw-Hill Education, 2018