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The Nature and Determinants of Customer Expectations of Service | Researchclopedia

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The Nature and Determinants of Customer Expectations of Service

19932,638 citationsJournal Article

Authors

Valarie A. Zeithaml · University of Maryland, College Park

Leonard L. Berry · Texas A&M University

A. Parasuraman · Indiana University

Topics & Keywords

Customer Service Quality and Loyalty Consumer Retail Behavior Studies Technology Adoption and User Behaviour

Publication Details

Published in: Journal of the Academy of Marketing Science

Volume 21, Issue 1, pp. 1-12

DOI: 10.1177/0092070393211001

Field-Weighted Citation Impact: 64.25