Complacency and service quality: An overlooked condition in the GAP Model

Journal of Retailing and Consumer Services

Volumn 10, Issue 1, 2003, Pages 51-55

  Rosene, Francisca ^a  

^a PONTIFICIA UNIVERSIDAD CATÓLICA DE CHILE   (Chile)

Author keywords

[No Author keywords available]

Indexed keywords

INDUSTRIAL PERFORMANCE;

EID: 0037266086     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0969-6989(02)00055-3     Document Type: Short Survey

References (4)

1. Berry, L., 1999. Discovering the Soul of Service. The Nine Drivers of Sustainable Business Success. The Free Press, USA.
2. Kasper, H., van helsdingen, P., De Vries, W., 1999. Services Marketing Management, An International Perspective. Wiley, England.
3. Rothenberg, R., 2001. Viewpoint: despite technology's advance, our tolerance for defects rises. Advertising Age, April 16.
4. Schneider, B., Bowen, D., 1995. Winning the Service Game. Harvard Business School Press, USA.