A gap analysis of a cpa tax service and the implications for enhancing service quality

Journal of Customer Service in Marketing and Management

Volumn 5, Issue 1, 1998, Pages 27-47

  Myers, M ^a   Morris, Linda J ^a  

^a UNIVERSITY OF IDAHO   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0008811754     PISSN: 10692533     EISSN: None     Source Type: Journal    
DOI: 10.1300/J127v05n01_03     Document Type: Article

References (14)

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2. Berry, Leonard, and Parasuraman, A., 1991. Marketing Services, New York:The Free Press.
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10. Solomon, Michael R., Surprenant, C., Czepiel, J., and Cutman, E., 1985. A Role Theory Perspective on Dyadic Interactions:The Service Encounter,. Journal of Marketing, 49:99–111. (Winter)
11. Surprenant, Carol, and MSolomon, R., 1987. Predictability and Personalization in the Service Encounter,. Journal of Marketing, 51:86–96. (April)
12. Swartz, Teresa A., and Brown, S., 1989. Consumer and Provider Expectations and Experiences in Evaluating Professional Service Quality,. Journal of Academy of Marketing Sciences,:189–195. (Spring)
13. Technical Assistance Research Program (TARP). 1985. Measuring the Grapevine-Consumer Response and Word-of-Moulh, Washington, D.C. Technical Report
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