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40. Comparative service quality: German and American ratings across service settings. (2002). Witkowski, Terrence H. ; Wolfinbarger, Mary F..
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41. A combined AHP-GP model for quality control systems. (2001). Badri, Masood A..
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42. Consumer perceptions of service quality attributes at sporting events. (2001). Kelley, Scott W. ; Turley, L. W..
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43. Customer satisfaction in industrial markets: dimensional and multiple role issues. (2001). Homburg, Christian ; Rudolph, Bettina.
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44. A Robust Optimization Approach for Improving Service Quality. (2000). Chase, Richard B. ; Soteriou, Andreas C..
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45. Assessment of the Three-Column Format SERVQUAL: An Experimental Approach. (2000). Ewing, Michael T. ; Ramaseshan, B. ; Caruana, Albert.
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46. The Conceptual Domain of Service Quality for Inpatient Nursing Services. (2000). Koerner, Melissa M..
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47. Methods of Measuring Health-Care Service Quality. (2000). Bunda, Mary Anne ; Delene, Linda M. ; Lee, Hanjoon ; Kim, Chankon .
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48. Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior. (2000). Silva, Flor Dy Mae ; Athanassopoulos, Antreas D..
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49. Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study. (1999). Binks, Martin R. ; Ennew, Christine T..
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50. Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services. (1999). Filiatrault, Pierre ; Lapierre, Jozee ; Chebat, Jean-Charles.
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