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9.

Service quality and customer satisfaction in liner shipping
by Yuen, Kum Fai

International journal of quality and service sciences, 2015-06-15, Vol.7 (2/3), p.170-183

12.

Marketing Models of Service and Relationships
by Rust, Roland T

Marketing science (Providence, R.I.), 2006-11-01, Vol.25 (6), p.560-580

14.

Customer Metrics and Their Impact on Financial Performance
by Gupta, Sunil

Marketing science (Providence, R.I.), 2006-11-01, Vol.25 (6), p.718-739

15.

Service quality in a higher education context: an integrated model
by Sultan, Parves

Asia Pacific journal of marketing and logistics, 2012-11-02, Vol.24 (5), p.755-784

18.

A sustainable e-service quality model
by Gjoko Stamenkov

Managing service quality, 2015-07-01, Vol.25 (4), p.414-442

19.

Framework for a global quality evaluation of a website
by ROCHA, Alvaro

Online information review, 2012-06-15, Vol.36 (3), p.374-382

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