Book Chapter

The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration

Author(s)

Dawn Iacobucci

Kent Grayson

Amy Ostrom

Date Published: 1994
Citations: Iacobucci, Dawn, Kent Grayson, Amy Ostrom. 1994. The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration.