Microsoft Word Volume 2 Service and Service Quality Final docx



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Business service management service and service qu

References 
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Business Review, 83(10), 131-145. 
Bai, C., Lai, F., Chen, Y., & Hutchinson, J. (2008). Conceptualising the perceived service quality of 
public utility services: A multi-level, multi-dimensional model. 
Total Quality Management & 
Business Excellence, 19
(10), 1055-1070. 
Barnes, S. J., & Vidgen, R. (2004). Interactive E-Government: Evaluating the Web Site of the UK 
Inland Revenue. 
Journal of Electronic Commerce in Organizations, 2
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Brady, M. K., & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service 
Quality: A Hierarchical Approach. 
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Bressolles, G., & Nantel, J. (2008). The Measurement of Electronic Service Quality: Improvements 
and Application. 
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Harvard Business Review

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Chase, R. B. (1981). The Customer Contact Approach to Services: Theoretical Bases and Practical 
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Collier, J. E., & Bienstock, C. C. (2006). Measuring Service Quality in E-Retailing. 
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Cook, D. P., Goh, C.-H., & Chung, C. H. (1999). Service typologies: a state of the art survey. 
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Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: An exploratory analysis. 
Managing 
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Dabhokar, P. A., Bobbitt, L. M., & Lee, E. (2003). Understanding consumer motivation and behaviour 
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Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: 
Scale development and validation. 
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(1), 3-16. 
Edvardsson, B., Gustafsson, A., & Roos, I. (2005). Service portraits in service research: a critical 
review. 
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(1), 107-121. 
Fassnacht, M., & Koese, I. (2006). Quality of Electronic Services. 
Journal of Service Research, 9
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19-37. 
Fitzsimmons, J. A., & Fitzsimmons, M. J. (2006). 
Service management: operations, strategy, and 
information
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(5th ed.). Boston, Mass.: McGraw-Hill. 
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: Concepts and models. 
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International Journal of Quality & Reliability Management, 11
(9), 43-66. 
Gronroos, C. (1982). 
Strategic Management and Marketing in Service Sector
. Cambridge, MA: 
Marketing Science Institute. 
Gronroos, C. (1990). 
Service Management and Marketing
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Grönroos, C. (2000). Service management and marketing: a customer relationship management 
approach. Chichester, NY.: Wiley. 
Grönroos, C. (2006). Adopting a service logic for marketing. 
Marketing Theory, 6
(3), 317-333. 
Grove, S., & Fisk, R. (1983). The Dramaturgy of Service Exchange: An Analytical Framework for 
Services Marketing. In L. L. Berry, G. L. Shostack & G. D. Upah (Eds.), 
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Perspectives on Services Marketing
. Chicago, IL.: American Marketing Association. 
Hauser, J. R., & Clausing, D. (1988). The house of quality. 

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