2Jukka Ojasalo,“Managing Customer Expectations in Professional Services”,in Managing Service Quality,11,no.3(2001),pp.200-2121.
3V.Zeithaml,L.Berry,and A.Parasuraman,“The Nature and Determinants of Customer Expectations of Service”Journal of Academy of Marketing Science,Winter 1993,1-12.
6Jukka Ojasalo ,Managing Customer Expectations in Professional Services, Managing Service Quality, 11 ,no.3 (2001 ),200-2121.
7V.Zeithaml, L.Berry, A. Parasuraman,The Nature and Determinants of Customer Expectations of Service, Journal of Academy of Marketing Science,Winter 1993,1 - 12.
