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Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing
, 1991 A. Parasuraman
Parasuraman,A., Berry,Leonard L., Zeithaml, Valarie A., "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, vol 67, no. 4, 1991, pp. 420-450.
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