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    • 10 years of service quality measurement: reviewing the use of the servqual instrument 

      Nyeck, Simon; Morales, Miguel; Ladhari, Riadh; Pons, Frank ( Universidad ESAN. ESAN Ediciones, 2002-12-01 )
      In 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, ...
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