1Fisk, R.P., Brown, S.W., and Bitner, M.J.,1995, Services Management Literature Overview, in Understanding Services Management.
2Fisk, R.P., Brown, S.W., and Bitner, M.J.,1993, Track the Evolution of the Services Marketing Literature, Journal of Retailing.Vol.69 Nol, Summer.
3Gronroos, Christian, 1982, Strategic Management and Marketing in the Service Sector, Research Reports No. 8,Swedish School of Economics and Business Administration,Helsinki.
4Parasuraman, A., Valarie A. Zeithaml and Leonard L.Berry, 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing,Vol, 49 (Fall) .
5A.Parasuraman, Zeithaml, V.andL.Berry, 1988,SERVQUAL, A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing,Vol.64, 1 (Spring) .
6Leonard L.Berry, 1980, "Services Marketing is Different" , Business, May-June.
7Gronroos, Christian, 1990, Service Management and Marketing.
8A.Parasuraman, V.Zeithaml, and L.Berry, 1990,Delivering Quality Service New York: The Free Press.
10Zeithaml, Berry and Parasuraman, 1993, The Nature and Determinants of Customer Expectations of Services,Journal of Academy of Marketing Science, 21 (Winter) ,1-12.
10Rohit R amaswamy. Design and Management of Service Processes: Keeping Customers for Life [ M ]. Massachusetts, Corporate & Professional Publishing Group, 1996.
