This work is licensed under a
Creative Commons Attribution 4.0 International License
Anderson E. W., Mittal V.S. (2000). Strengthening the satisfaction-profit chain, Journal of Service Research, 3, 107-120.
Bitner M. J., Booms B. H., Mohr L. A. (1994). Critical service encounters: the employee's viewpoint, Journal of Marketing, 58, 95-106.
Bitner M. J., Booms B. H., Tetreault M. S. (1990). The service encounter: diagnosing Favorable and unfavorable incidents, Journal of Marketing, 54, 71-84.
Bitner M. O. (1995). Building service relationships: it's all about promises, Journal of the Academy of Marketing Science, 23, 246-251.
Chhabra T. N., Grover S. K. (2009). Marketing management, Dhanpat rai and co. private. Ltd.
Chopra Anamica (2010). Marketing management, Galgotia publishing company.
Gronroos C. N. (2007). Service Management and Marketing: Customer Management in Service Competition, John Wiley & Sons, Ltd, Chichester.
Hall Englewood Cliffs N. J., Parasuraman A., Zeithaml V. A., Berry L. L. (1985). A conceptual model of service quality and its implications for future research,. Journal of Marketing, 49(4), 41-50.
Heskett L., Jones T. O., Loveman G. W. et al. (1994). Putting the service-profit chain to work,. Harvard Business Review, 72, 164-174.
Kothari C. R. (2004). Research methodology - methods and techniques, new age international publishers, pp.233-238.
Kotler Philip, Keller Kevin Lane, Koshy Abraham, Jha Mithileshwer, (2009), Marketing management, Pearson Education.
Rust R. T., Moorman C., Dickson P. R. (2002). Getting return on quality: revenue expansion, cost reduction, or both,. Journal of Marketing, 66, 7-24. ( Received 25 July 2013; accepted 28 July 2013 ).