4A Parasuraman,Zeithaml,Valarie A; Berry,Leonard L.Reassessment of expectations as a comparison standard in measuring service quality:Implications for Further Research.Journal of Marketing; Jan 1994; 58,l; AB1/1NFORM Global.pg.111.
5BitnerM.-J.,BoomsB.,Tetreault M.,The Service Encounter:Diagnosing Favorable and Unfavorable Incidents,Journal of Marketing,1990:54,1,71-84.
6Cardotte,E.R.,Woodruff,R.B.and Jenkins R.L.Expectations and Norms in Models of Customer Satisfaction.Journal of Marketing Research 1987.24,305-314.
7Cronin,J.Joseph,Jr.,and Steven A.Taylor."Measuring Service Quality:A Reexamination and Extension",Journal of Marketing,1992,Vol.56 (1),pp.55-68.
8Dodds and Monroe.A Service Quality Model and Its Marketing Implication.European Journal of Marketing,1984.18(4),36-44.
9Gronroos,C.,"An applied service marketing theory",European Journal of Marketing,1982.Vol.16,No.7,pp.30-41.
10Kees Van Montfort; Enno Masurel; lngrid Van Rijn.Service satisfaction:An empirical analysis of consumer satisfaction in financial service.The Service Industries Journal; Jul 2000; 20,3; ABl/INFORM Global.pg.80.
