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Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development

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References

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1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1993The Nature and Determinants of Customer Expectations of Service

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2,665 cited

1996SERVQUAL: review, critique, research agenda1,741 cited

1994Service Quality: New Directions in Theory and Practice1,701 cited

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