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Berry, L. L. (1992a, June 15). Lessons from a ten-year study of service quality in America. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/lessons-from-a-ten-year-study-of-service-quality-in-america
McQueen, J. (1992a, June 15). How media/message synergy contributes to total quality perceptions. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/how-media-message-synergy-contributes-to-total-quality-perceptions
Brandt and Cooler-De Solliers (1991a, September 08). A process for using measures of customer satisfaction to direct service quality improvements . ANA - ESOMAR. Retrieved July 18, 2024, from
Ameel , A. (1991a, September 08). Cross-linking the quality expectations of the customer to quality control measures on the factory floor. ANA - ESOMAR. Retrieved July 18, 2024, from
van Ham, K. (1990a, June 15). European quality management in perspective. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/european-quality-management-in-perspective
De Tremerie, J. (1990a, June 15). Qualitative research as a supplier of relevant and applicable action models. ANA - ESOMAR. Retrieved July 18, 2024, from
Lo Bascio, P. (1990a, June 15). Strategic positioning for a European airline in the 1990s. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/strategic-positioning-for-a-european-airline-in-the-1990s
Ballantyne, D. (1988a, June 15). Service quality management. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/service-quality-management
Ericsson and Kahn (1987a, June 15). ASAB quality. ANA - ESOMAR. Retrieved July 18, 2024, from
https://ana.esomar.org/documents/asab-quality