Journal Article

A Dynamic process model of service quality : From Expectations to Behavioral Intentions

  • Zeithaml V
  • Boulding W
  • Kalra A
  • et al.
Journal of Marketing Research This (2019) 30(1) 7-27
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Zeithaml, V. A., Boulding, W., Kalra, A., & Staelin, R. (2019). A Dynamic process model of service quality : From Expectations to Behavioral Intentions. Journal of Marketing Research This, 30(1), 7–27.

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