Colleen Wullaert

Service Expectation Index: A Discussion of Confirmatory Analysis and Factor Analysis as Methods of Index Testing and Refinement

Bonnie J. Knutson, Mark Patton, Pete Stevens, 1990 .

Lodgserv: A Service Quality Index for the Lodging Industry

Bonnie J. Knutson, Pete Stevens, Colleen Wullaert, 1990 .