Many of these articles are available online and be found by searching at Residents of San Francisco (with a San Francisco Public Library Card) can download copies of practically all these articles for free, even from sources such as the Harvard Business Review. The few articles that can't be retrieved electronically can be photocopied from bound journals available at the San Francisco Public Library, Jackson Business Library at Stanford University or Hunt Library at Carnegie Mellon University.
SERVQUAL: Review, Critique, Research Agenda
European Journal of Marketing, 1996
Francis Buttle