References
- Bitner, M.J., Zeithaml, V.A., & Gremler, D.D., 2010. Technology’s impact on the gaps model of service quality. In Handbook of service science (pp. 197-218). Springer, Boston, MA.
- Chen, T.S., Chang, C.C., & Hwang, M.S., 1998. A virtual image cryptosystem based upon vector quantization. IEEE transactions on Image Processing, 7(10), 1485-1488.
- Cronin Jr,J.J., Taylor, S.A., 1992. Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.10.1177/002224299205600304
- Gupta, S., Zeithaml, V., 2006. Customer metrics and their impact on financial performance. Marketing science, 25(6), 718-739.10.1287/mksc.1060.0221
- Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C., 2010. Service science: research and innovations in the service economy. Handbook of Service Science.
- Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1986. Servqual: A Multiple Item Scale for Measuring Customer Perceptions of Service Quality. Marketing Science Institute, 86-108.
- Parasuraman, A., Berry, L., Zeithaml, V., 2002. Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 114-139.
- Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1985. A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.10.1177/002224298504900403
- Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. Servqual: A multiple-item scale for measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12.
- Parasuraman, A., Zeithaml, V. A., Malhotra, A., 2005. ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
- Teas, R.K., 1993. Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of marketing, 57(4), 18-34.
- Vargo, S. L., & Lush, R. F., 2004. Evolving a services dominant logic. Journal of marketing, 68(1), 1-17.10.1509/jmkg.68.1.1.24036
- Wilkie, W.L., Moore, E.S., 2003. Scholarly research in marketing: Exploring the “4 eras” of thought development. Journal of Public Policy & Marketing, 22(2), 116-146.10.1509/jppm.22.2.116.17639
- Zeithaml, V.A., Parasuraman, A., Malhotra, A., 2002. Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
- Zopounidis, C. (Ed.)., 2002. New trends in banking management. Springer Science & Business Media, Springer-Verlag Berlin, Heidelberg, France.