Pierre Chenet

Service quality, trust, commitment and service differentiation in business relationships

Tracey S. Dagger, Don O'Sullivan, T. Dagger, 2010 .

Service Performance Gap: Re-evaluation and Redevelopment

Arthur Money, Caroline Tynan, A. Money, 1999 .

The service performance gap: testing the redeveloped causal model

Arthur Money, Caroline Tynan, A. Money, 2000 .