A dynamic process model of service quality: From ...

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A dynamic process model of service quality: From expectations to behavioral intentions. Boulding, William;Kalra, Ajay;Staelin, Richard;Zeithaml, Valarie A.
A dynamic process model of service quality: From expectations to behavioral intentions Boulding, William;Kalra, Ajay;Staelin, Richard;Zeithaml, Valarie A JMR, Journal of Marketing Research; Feb 1993; 30, 1; ABI/INFORM Complete pg. 7

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