search query: @freeterm KUNDENDIENST, QUALITÄTSKONTROLLE, / total: 1
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Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
Journal of Marketing
1994 : JAN, VOL. 58:1, p. 111-139
 1994 Parasuraman, A.
Zeithaml, V. A.
Berry, L. L.
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