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Since its launch in 1985, SERVQUAL has become a widely adopted technology for measuring and managing service quality. Recently, a number of theoretical and operational concerns have been raised concerning SERVQUAL. Reviews these concerns and proposes a research agenda.
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Francis Buttle (Mon,) studied this question.
www.synapsesocial.com/papers/69dff58c2833447a7e255578 — DOI: https://doi.org/10.1108/03090569610105762
Francis Buttle
European Journal of Marketing
University of Manchester
Manchester School of Architecture
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