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| 1 | A Dynamic Process Model of Service Quality:From Expectations to Behavioural Intentions显示文摘 | Boulding Kaira Zeithmal | 1993 | Journal of Marketing Research1993，30，2： | 1 |
| 2 | The nature and determinants of customer expectations of service 显示文摘 | Zeithmal V A Berry L L Parasuraman A | 1993 | Journal of Academy of Marketing Science1993，21，1： | 1 |
| 3 | Understanding customer expectation of service 显示文摘 | Parasuraman A Leonard L Berry Valarie A Zeithmal | 1991 | Sloan Management Review1991，32，3： | 1 |
| 4 | Consumer Perceptions of Price, Quality, and Value:A Means - End Model and Synthesis of Evidence显示文摘 | Zeithmal Valarie A | 1988 | Journal of Marketing1988，1988，： | 1 |
| 5 | SERVQUAL: A Multiple-item Scale for Measur- ing Customer Perceptions of Service Quality 显示文摘 | PARASURAMAN A ZEITHMAL V A BERRY L L | 1988 | Journal of Retailing1988，64，1： | 1 |
| 6 | Servqual:A Multiple-Item Scale for Measuring Consumer Perception of Service Quality显示文摘 | ZEITHMAL V A BERRY L L | 1988 | Journal of Retailing1988，64，1： | 1 |
| 7 | Comsumer Perception of Price, Quality and Value: A Means-end Model and Synthesis of Evidences显示文摘 | Zeithmal V A | 1988 | Journal of Marketing1988，52，3： | 1 |
| 8 | Consumer Perceptions of Price, Quality and Value: A Means-end Model and Synthesis of Evidence显示文摘 | Zeithmal Valariea | 1988 | Journal of Marketing1988，52，7： | 1 |
| 9 | Improving serv-ice quality in America : lessons learned 显示文摘 | Berry L L Parasuraman A Zeithmal V A | 1994 | Acadamy ofManagement Executive1994，8，2： | 1 |
| 10 | Consumer perceptions of price, quality, and value:A Means-end model and synthesis of evidence 显示文摘 | ZEITHMAL V A | 1988 | Journal of Marketing1988，，6： | 1 |
| 11 | A conceptual model of ser- vice quality and its implic'alions for future research显示文摘 | Parasuraman A Zeithmal V A Berry L L | 1985 | Journal of Mar- keting1985，49，4： | 1 |
| 12 | A conceptual of service quality and its implications for furture research显示文摘 | Parasuraman A Zeithmal Berry | 1985 | Journal of Marketing1985，，49： | 1 |
| 13 | Consumer perceptions of price,quality,and value:a means-end model and synthesis of evidence显示文摘 | Zeithmal V A | 1988 | Journal of Marketing1988，52，7： | 1 |
| 14 | Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 显示文摘 | Zeithmal Valarie A | 1988 | Journal of Marketing1988，，7： | 1 |
| 15 | The Bebavioral Consequences of Service Quality 显示文摘 | Zeithmal V A Berry L L and Parasuraman A | 1996 | Journal of Marketing1996，1996，49： | 1 |
| 16 | Consumer Perception of Price, Quality, and Value: A Means - end Model and Synthesis of Evidence 显示文摘 | Zeithmal V A | 1988 | Journal of Marketing1988，，： | 1 |
| 17 | Return on marketing: using customer equity to focus marketing strategy显示文摘 | RUST R T LEMON K N ZEITHMAL V A | 2004 | Journal of Marketing2004，68，1： | 1 |
| 18 | Customer metrics and their impact on financial performance显示文摘 | SUNIL GUt~A VALARIE ZEITHMAL | 2006 | Marketing Science2006，25，6： | 1 |
| 19 | A Con- ceptual Model of Service Quality and Its Implications for Future Research 显示文摘 | Parauraman A Zeithmal V A Berry L L | 1985 | Journal of Marketing1985，49，3： | 1 |
| 20 | Servquail:a multiple - item scale for measuring consumer perceptions of service quality显示文摘 | PARASURAMAN A ZEITHMAL V A BERRY L L | 1988 | Journal of Retailing1988，64，1： | 1 |
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