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Measuring the perception discrepancy of the service quality..:

Jan, Pi-Tzong ; Lu, Hsi-Peng ; Chou, Tzu-Chuan
Total Quality Management & Business Excellence.  23 (2012)  7-8 - p. 981-995 , 2012
Link: https://doi.org/10.1080/14783363.2012.661135