Browsing M&E Research Publications by Author "Department of Marketing & Entrepreneurship"
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Measuring service quality and its relationship to future consumer behavior Headley, Dean E.; Miller, Stephen J. (Center for Management Development, John A. Walker College of Business, 1993)The authors adapt the SERVQUAL scale for medical care services and examine it for reliability, dimensionality, and validity in a primary care clinic setting. In addition, they explore the possibility of a link between ...