References
[1]. Aaker, D., Kumar, V. & Day, G. (2001). Marketing research, 7th edn, John Wiley & Sons, NY.
[2]. Aldlaigan, A., & Buttle, F. (2002). 'SYSTRA-SQ: a new measure of bank service quality', International Journal of Service Industry Management, Vol. 13, No. 4, pp. 362–381.
[3]. Alexandris, K., Dimitriadis, N., & Markata, D. (2002). 'Can perceptions of service quality predict behavioural intentions?: an exploratory study in the hotel sector in Greece', Managing Service Quality, Vol. 12, No. 4, pp. 224–231.
[4]. Al-Hawari, M., & Ward, T. (2006). 'The effect of automated service quality on Australian banks' financial performance and the mediated role of customer satisfaction', Market Intelligence and Planning, Vol. 24, No. 2, pp. 127–147.
[5]. Anderson, E., & Sullivan, M. (1993). 'The antecedents and consequences of customer satisfaction for firms', Marketing Science, Vol. 12, pp. 125–43.
[6]. Anderson, E., & Fornell, C. (1994). 'A customer satisfaction research prospectus', in T Rust & R Oliver (eds), Service quality: new directions in theory and practice, Sage Publications, Thousand Oaks, CA, pp. 241–268.
[7]. Anderson, J., & Gerbing, W. (1988). 'Structural equation modelling in practice: a review and recommended two stage approach', Psychological Bulletin, Vol. 27, No. 1, pp. 5–24.
[8]. Australian Bureau of Statistics (ABS) (2007). Australian system of national accounts; labour force Australia (detailed), Australian Bureau of Statistics, viewed 5 July 2007,www.aph.gov.au/house/committee/efpa/services/report.htm.
[9]. Babakus, E., & Mangold, G. (1989). 'Adapting the 'ServQual' Scale to health care environment: an empirical investigation', paper presented to AMA Educators' Proceedings, Chicago, IL.
[10]. Babakus, E., & Mangold, G. (1992). 'Adapting the SERVQUAL Scale to hospital services: an empirical investigation', Health Services Research, Vol. 26, No. 6, pp. 767–787.
[11]. Babin, B., Darden, W., & Griffin, M. (1994). 'Work and/or fun: measuring hedonic and utilitarian shopping value', Journal of Consumer Research, Vol. 20, pp. 644–656.
[12]. Bahia, K., & Nantel, J. (2000). 'A reliable and valid measurement scale for the perceived service quality of banks', The International Journal of Bank Marketing, Vol.18, No. 2, pp. 84–91.
[13]. Baker, J. (1987). 'The role of the environment in marketing services: the consumer perspective', in J Czepiel, C Congram & J Shanahan (eds), The services challenge: integrating for competitive advantage, American Marketing Association, Chicago, pp. 79–84.
[14]. Baumgartner, H., & Homburg, C. (1996). 'Applications of structural equation modelling in marketing and consumer research: a review', International Journal of Research in Marketing, Vol. 13, pp. 139–161.
[15]. Beerli, A., Martin, J., & Quintana, A. (2004). 'A model of customer loyalty in the retail banking market', European Journal of Marketing, Vol. 38, No. 1/2, pp. 253–275.
[16]. Bentler, P., & Dudgeon, P. (1996). 'Covariance structure analysis: statistical practice, theory and directions', Annual Review of Psychology, Vol. 47, pp. 563–593.
[17]. Bentler, P., & Mooijaart, A. (1989). 'Choice of structural model via parsimony: a rational based on precision', Psychological Bulletin, Vol. 106, No. 2, pp. 315–317.
[18]. Berkley, B., & Gupta, A. (1994). 'Improving service quality with information technology', International Journal of Information Management, Vol. 14, pp. 109–21.
[19]. Bigne, E., Moliner, M., & Sanchz, J. (2003). 'Satisfaction in multiservice organizations: the case of Spanish public services', Journal of Service Marketing, Vol. 17, No. 4, pp. 420–442.
[20]. Bitner, M. (1990). 'Evaluating service encounters: the effects of physical surroundings and employee responses', Journal of Marketing, Vol. 54, No. 4, pp. 69–82.
[21]. Bitner, M. (1992). 'Servicescapes: the impact of the physical surroundings on customers and employees', Journal of Marketing, Vol. 56, No. 2, pp. 57–71.
[22]. Bitner, M., & Hubbert, A. (1994). 'Encounter satisfaction versus overall satisfaction versus quality, in R Rust & R Oliver (eds), Service quality: new directions in theory and practice, Sage Publications, Inc., New York, pp. 72–84.
[23]. Blankenship, A, Breen, G & Dutka, A 1998, State of the art marketing research, 2nd edn, NTC Business Books, Chicago.
[24]. Blose, J., Tankersley, W., & Flynn, L. (2005). 'Managing service quality using data envelopment analysis', The Quality Management Journal, Vol. 12, No. 2, pp. 7.
[25]. Bollen, K. (1989). 'Structural equations with latent variables', John Wiley & Sons, NY.
[26]. Bolton, R., & Drew, J. (1994). 'Linking customer satisfaction to service operations and behavioral intentions', in T Rust & R Oliver (eds), Service quality: new directions in theory and practice, Sage Publications, New York, pp. 173–200.
[27]. Bove, L., & Johnson, W. (2001). 'Customer relationships with service personnel: do we measure closeness, quality or strength?', Journal of Business Research, Vol. 54, No. 3, pp. 189–197.
[28]. Bowers, M., Swan, J., & Koehler, W. (1994). 'What attributes determine quality and satisfaction with health care delivery?', Health Care Management Review, Vol. 19, No. 4, pp. 49–55.
[29]. Brady, M., Cronin, J., & Brand, R. (2002). 'Performance-only measurement of service quality: a replication and extension', Journal of Business Research Vol. 55, No. 1, pp. 17–31.
[30]. Broderick, A., & Vachirapornpuk, S. (2002). 'Service quality in internet banking: the importance of customer role', Marketing Intelligence & Planning, Vol. 20, No. 6, pp. 327–335.
[31]. Brogowicz, A., Delene, L., & Lyth, D. (1990). 'A synthesised service quality model with managerial implications', International Journal of Service Industry Management, Vol. 1, No. 1, pp. 27–44.
[32]. Brown, T., Churchill, G., & Peter, P. (1993). 'Research note: improving the measurement of service', Journal of Retailing of Consumer Services, Vol. 69, No. 1, pp. 127–139.
[33]. Buttle, F. (1996). 'SERVQUAL: Review, critique, research agenda', European Journal of Marketing, Vol. 30, No. 1, pp. 8–32.
[34]. Carman, J. (1990). 'Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions', Journal of Retailing of Consumer Services, Vol. 66, pp. 33–55.
[35]. Churchill, G. (1995). Marketing research: methodological foundation, 6th edn, Dryden Press, Chicago.
[36]. Churchill, G., & Iacobucci, D. (2002). Marketing research: methodological foundations, Harcourt, Fort Worth.
[37]. Cooper, D., & Emory, C. (1995). Business research methods, 5th edn, Irwin, Chicago.
[38]. Cronin, J., & Taylor, S. (1992). 'Measuring service quality: a re-examination and extension', Journal of Marketing, Vol. 56, No. 3, pp. 55–68.
[39]. Cronin, J., & Taylor, S. (1994). 'SERVPERF versus SERVQUAL; Reconciling performance-based and performance-minus-expectations measurement of service quality.' Journal of Marketing Vol. 58, No. 1, pp. 125–131.
[40]. Crosby, L., Evans, K., & Cowles, D. (1990). 'Relationship quality in services selling: an interpersonal influence perspective', Journal of Marketing, Vol. 54, No. 3, pp. 68–81.
[41]. Cui, C., Lewis, B., & Park, W. (2003). 'Service quality measurement in the banking sector in South Korea ', The International Journal of Bank Marketing, Vol. 21, No. 5, pp. 191–201.
[42]. d'Astous, A. (2000). 'Irritating aspects of the shopping environment', Journal of Business Research, Vol. 49, No. 2, pp. 149–156.
[43]. Dabholkar, P., Thorpe, D., & Rentz, J. (1996). 'A measure of service quality for retail stores: scale development and validation', Academy of Marketing Science Journal, Vol. 24, No. 1, pp. 3–16.
[44]. Dabholkar, P (1996). 'Consumer evaluations of new technology-based self-service operations: an investigation of alternative models', International Journal of Research in Marketing, Vol. 13, No. 1, pp. 29–51.
[45]. Dabholkar, P., Shepherd, C., & Thorpe, D. (2000). 'A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study', Journal of Retailing, Vol. 76, No. 2, pp. 131–139.
[46]. Daniels, P. (1993). Service industries in the world economy, Blackwell Publishers, Cambridge, MA.
[47]. Dann, S., & Dann, J. (2004). Introduction to Marketing, Wiley, Australia.
[48]. De Vaus, D. (2002). Surveys in social research, Allen & Unwin, St Leonards, New South Wales.
[49]. Dorsch, M., Swanson, S., & Kelley, S. (1998). 'The role of relationship quality in stratification of vendors as perceived by customers', Journal of Academy of Marketing Science, Vol. 26, No. 2, pp. 128–142.
[50]. Duncan, E., & Elliott, G. (2004). 'Efficiency, customer service and financial performance among Australian financial institutions', The International Journal of Bank Marketing, Vol. 22, No. 5, pp. 319–342.
[51]. Edvardsson, B (1998). 'Causes of customer dissatisfaction – studies of public transport by the critical-incident method', Managing Service Quality, Vol. 8, No. 3, pp. 189.
[52]. Fabrigar, L., Wegener, D., MacCallum, R., & Strahan, E. (1999). 'Evaluating the use of exploratory factor analysis in psychological research', Psychological Methods, Vol. 4, No. 3, pp. 272–299.
[53]. Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behaviour: an introduction to theory and research, Addison-Wesley, Reading.
[54]. Fornell, C. (1992). 'A national customer satisfaction barometer: the Swedish experience', Journal of Marketing, Vol. 56, pp. 1–18.
[55]. Forrester, W., & Maute, M. (2001). 'The impact of relationship satisfaction on attributions, emotions and behaviours following service failure', The Journal of Applied Business Research, Vol. 17, No. 1, pp. 1–14.
[56]. Frost, F., & Kumar, M. (2000). 'INTSERVQUAL: an internal adaptation of the GAP model in a large service organization', Journal of Services Marketing, Vol. 14, No. 5, pp. 358–377.
[57]. Gagliano, K., & Hathcote, J. (1994). 'Customer expectations and perceptions of service quality in retail apparel speciality stores', Journal of Services Marketing, Vol. 8, No. 1, pp. 60–69.
[58]. Gerbing, D., & Hamilton, J. (1996). 'Viability of explratory factor analysis as a precursor to confirmatory factor analysis', Structural Equation Modeling, Vol. 3, No. 1, pp. 62–72.
[59]. Gilboa, S., & Rafaeli, A. (2003). 'Store environment, emotions and approach behaviour: applying environmental aesthetics to retailing', International Review of Retail Distribution and Consumer Research, Vol. 13, No. 2, pp. 195–211.
[60]. Greenbaum, T (2000). Moderating focus groups, Sage Publications, Thousand Oaks, CA.
[61]. Grönroos, C. (1982). 'An applied service marketing theory', European Journal of Marketing, Vol. 16, No. 7, pp. 30–41.
[62]. Grönroos, C. (1984). 'A service quality model and its marketing implications', European Journal of Marketing, Vol. 18, pp. 36–44.
[63]. Grönroos, C. (1988). 'Service quality: the six criteria of good perceived service', Review of Business Jamaica, Vol. 9, No. 3, pp. 10–14.
[64]. Grönroos, C. (1990). Service management and marketing, Lexington Books, San Francisco, CA.
[65]. Guba, E., & Lincoln, Y. (1994). 'Competing paradigms in qualitative research', in NK Denzin & YS Lincoln (eds), Handbook of qualitative research, Sage Publications, London.
[66]. Gummesson, E. (1987). The new marketing: developing long-term interactive relationships', Long Range Planning, Vol. 20, No. 4, pp.10–20.
[67]. Hair, J., Anderson, R., Tatham, R., & Black, W. (1995). Multivariate data analysis with readings, Prentice-Hall, Englewood Cliffs.
[68]. Hair, J., Bush, R., & Ortinau, D. (2003). Marketing research: within a changing information environment, 2nd edn, McGraw-Hill/Irwin, New York
[69]. Harmen, O., & Vriens, M. (2000). 'Measuring perceived service quality using integrated conjoint experiments', The International Journal of Bank Marketing, Vol. 18, No. 4, pp. 154–169.
[70]. Hayes, B. (1998). Measuring customer satisfaction: survey design, use, and statistical analysis methods, 2nd edn, Milwaukee, Wisconsin, ASQ Quality Press.
[71]. Haywood-Farmer, J. (1988). 'A conceptual model of service quality', International Journal of Operations & Production Management, Vol. 8, No. 6, pp. 19–29.
[72]. Headley, D., & Miller, S. (1993). 'Measuring service quality and its relationship to future consumer behavior', Journal of Health Care Marketing, Vol. 13, No. 4, pp. 32–41.
[73]. Henkoff, R. (1994). 'Service is everyone's business', Fortune, No. 130, pp. 110–116.
[74]. Hennig-Thurau, T & Klee, A. (1997). 'The impact of customer satisfaction and relationship quality on customer retention', Psychology and Marketing, Vol. 14, No. 8, pp. 737–764.
[75]. Hennig-Tharau, T., & Hansen, U. (2000). 'Relationship marketing – some reflections on the state of the art of the relational concept', in T Hennig-Tharau & U Hansen (eds), Relationship marketing: gaining competitive advantage through customer satisfaction and customer retention, Springer-Verlag, Berlin, pp. 3–27.
[76]. Hennig-Tharau, T., Gwinner, K., & Gremler, D. (2002). 'Understanding relationship marketing outcomes: an integration of relational benefits and relationship quality', Journal of Services Research, Vol. 4, No. 3, pp. 230–247.
[77]. Howells, T., & Barefoot, K. (2007). 'Annual industry accounts: advance estimates for 2006', US Bureau of Statistics, May, pp. 12–25.
[78]. Hudson, L., & Ozanne, J. (1988). 'Alternative ways of seeking knowledge in consumer research', Journal of Consumer Research, Vol. 14, No. 4, pp. 508–21.
[79]. Hulland, J., Chow, Y., & Lam, S. (1996). 'Use of causal models in marketing research: a review', International Journal of Research in Marketing, Vol. 13, No. 2, pp. 181–197.
[80]. Hunt, S. (1991). Modern marketing theory: Critical issues in the philosophy of marketing science, South-Western Publishing, Cincinnati.
[81]. Hunt, S., & Morgan, R. (1994). 'Relationship marketing in the era of network competition', Marketing Management, Vol. 3, No. 1, pp. 18–27.
[82]. Jamal, A., & Naser, K. (2003). Factors influencing customer satisfaction in the retail banking sector in Pakistan, International Journal of Commerce & Management, Vol. 13, No. 2, pp. 29–53.
[83]. Keen, A. (2007). SPSS and SEM workshops, Central Queensland University, Rockhampton, December 6–14.
[84]. Kim, S., & Kleiner, B. (1996). 'Service excellence in the banking industry', Managing Service Quality, Vol. 6, No. 1, pp. 22–27.
[85]. Kinnear, T., & Taylor, J. (1996). Marketing research: an applied approach, 5th edn, McGraw-Hill, New York.
[86]. Klenke, M., & Trickey, P. (2002). 'Super balance', Operations and Fulfillment, November 1.
[87]. Kline, R. (1998). Principles and practices of structural equation modelling, Guiford Press, New York.
[88]. Kline, R. (2005). Principles and practices of structural equation modeling, 2nd edn, The Guilford Press, New York.
[89]. Koska, M. (1990). 'High quality care and hospital profits: is there a link?' Hospitals, March, pp. 62–63.
[90]. Kotler, P. (1973). Atmospherics as a marketing tool, Journal of Retailing, Vol. 49, No. 4, pp. 48–64.
[91]. Kvale, S. (1996). Interviews-an introduction to qualitative research interviewing, Sage Publications, Inc, Thousand Oaks, California.
[92]. Lam, S. (1995). 'Assessing the validity of SERVQUAL: an empirical analysis in Hong Kong', Asia Pacific Journal of Quality Management, Vol. 4, No. 4, pp. 33–40.
[93]. Lambert, K., & Brittan, G. (1970). An introduction to the philosophy of science, Prentice-Hall, Englewood Cliffs.
[94]. Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction, The Journal of Services Marketing, Vol.14, No.3, pp.217–31.
[95]. Lovelock, C. (1983). 'Classifying services to gain strategic marketing Insights', Journal of Marketing, Vol. 47, pp. 9–20.
[96]. Lytle, R., & Mokwa, M. (1992). 'Evaluating health care quality: the moderating role of outcomes', Journal of Health Care Marketing, Vol. 12, No. 1, pp. 4–14.
[97]. Malhotra, N. (1999). Marketing research: an applied orientation, Prentice Hall, Upper Saddle River, New Jersey.
[98]. Mattsson, J. (1992). 'A service quality model based on ideal value standard', International Journal of Service Industry Management, Vol. 3, No. 3, pp. 18–33.
[99]. McAlexander, J., Kaldenberg, D., & Koenig, H. (1994). 'Service quality measurement: examinations of dental practices sheds more light on the relationship between service quality, satisfaction and purchase intentions in a health care setting.' Journal of Health Care Marketing, Vol. 14, No. 3, pp. 34–41.
[100]. McColl-Kennedy, J. (ed.) (2003). Services marketing: A managerial approach, John Wiley & Sons, Brisbane.
[101]. Morgan, R., & Hunt, S. (1994). 'The commitment trust theory of relationship marketing', Journal of Marketing, Vol. 58, No. 3, pp. 20–38.
[102]. Mudholkar, R. (2009). 'Service sector contributed 56 percent to GDP', The Indian News, June 19.
[103]. Naude, P., & Buttle, F. (2000). 'Assessing relationship quality', Industrial Marketing Management, Vol. 29, No. 4, pp. 351.
[104]. Neuman, W. (2003). Social research methods: qualitative and quantitative approaches, 5th edn, Pearson Education, Sydney.
[105]. Newman, K. (2001). 'Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank', The International Journal of Bank Marketing, Vol. 19, No. 3, pp. 126–139.
[106]. Normann, R. (1983). Service Management, Wiley, New York.
[107]. O'Connor, S., Shewchuk, R., & Carney, L. (1994). 'The great gap: physicians' perceptions of patient service quality expectations fall short of reality', Journal of Health Care Marketing, Vol. 14, No. 2, pp. 32–39.
[108]. Oh, H. (1999). 'Service quality, customer satisfaction and customer value: a holistic perspective', International Journal of Hospitality Management, Vol. 18, pp. 67–82.
[109]. Oliver, R. (1977). 'Effect of expectation and disconfirmation on post-expense product evaluations: an alternative interpretation', Journal of Applied Psychology, Vol. 62, pp. 480–6.
[110]. Oliver, R. (1980). 'A cognitive model of the antecedents and consequences of satisfaction decisions', Journal of Marketing Research, Vol. 17, pp. 460–9.
[111]. Oliver, R. (1981). 'Measurement and evaluation of satisfaction processes in retail settings', Journal of Retailing, Vol. 57, pp. 25–48.
[112]. Oliver, R., & Swan, J. (1989). 'Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach', Journal of Marketing, Vol. 53, pp. 21–35.
[113]. Olson, J., & Dover, P. (1979). 'Disconfirmation of consumer expectations through product trial', Journal of Applied Psychology, Vol. 64, pp. 179–189.
[114]. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). 'A conceptual model of service quality and its implications for future research', Journal of Marketing, Vol. 49, pp. 41–50.
[115]. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). 'SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality', Journal of Retailing, Vol. 64, pp. 12–40.
[116]. Perrone, A., & Ward, T. (2006). Enhancing the Gronroos model of service quality, paper presented to ANZMAC, Brisbane, Queensland, Australia, December.
[117]. Perrone, A (2009). 'How Servicescape Enhances Service Quality', The International Journal of Knowledge, Culture & Change Management, Vol. 9, No. 2, pp. 103-110.
[118]. Philip, G., & Hazlett, S. (1997). 'The measurement of service quality: a new P-C-P attributes model', International Journal of Quality & Reliability Management, Vol. 14, No. 3, pp. 260–286.
[119]. Ranaweera, C., & Neely, A. (2003). 'Some moderating effect on the service quality-customer retention link', International Journal of Operation & Production Management, Vol. 23, No. 2, pp. 230–248.
[120]. Reidenbach, E., & Sandifer-Smallwood, B. (1990). 'Exploring perceptions of hospital operations by a modified SERVQUAL approach', Journal of Health Care Marketing, Vol. 10, No. 4, pp. 47–55.
[121]. Rust, R., & Zahorik, A. (1993). 'Customer satisfaction, customer retention and market share', Journal of Retailing, Vol. 69, No. 2, pp. 193–215.
[122]. Rust, R., & Oliver, R. (1994). Service quality: insights and managerial implications from the frontier, service quality: new directions in theory and practice, Sage Publications, Thousand Oaks, CA.
[123]. Saleh, F., & Ryan, C. (1992). 'Conviviality – A source of satisfaction for hotel guests?: an application of the SERVQUAL model', in P Johnson & B Thomas (eds), Choice and demand in tourism, London, pp. 107–122.
[124]. Saleh, F., & Ryan, C. (1991). 'Analysing service quality in the hospitality industry using the SERVQUAL model', The Service Industries Journal, Vol. 11, No. 3, pp. 324–343.
[125]. Sarantakos, S. (2005). Social Research, 3edn, Palgrave McMillan, New York.
[126]. Schiffman, L., Bednall, D., Watson, J., & Kanuk, L. (1997). Consumer behaviour, Prentice-Hall, Sydney.
[127]. Schiffman, L., & Kanuk, L. (2000). Consumer behaviour, 7th edn, Prentice-Hall, New Jersey.
[128]. Schneider, B., Holcombe, K., & White, S. (1997). 'Lessons learned about service quality: what it is, how to manage it and how to become a service quality organization', Consulting Psychology Journal, Vol. 49, No. 1, pp. 35–50.
[129]. Sekaran, U. (2003). Research methods for business: a skill building approach, 4th edn, John Wiley, New York.
[130]. Shugan, S. (1994). 'Explanations for the growth of services', in R Rust & R Oliver (eds), Service quality: new directions in theory and practice, Sage Publications, Thousand Oaks, CA., pp. 223–240.
[131]. Sirgy, J., & Lee, D. (1996). 'Setting socially responsible marketing objectives: a quality-of-life approach', European Journal of Marketing, Vol. 30, No. 5, pp. 20–36.
[132]. Sirgy, J. (1996). 'Strategic marketing planning guided by the quality-of-life (QOL) concept', Journal of Business Ethics, Vol. 15, No. 3, pp. 241–259.
[133]. Soteriou, A., & Stavrinides, Y. (2000). 'An internal customer service quality data envelope analysis model for bank branches', International Journal of Bank Marketing, Vol.18, No. 5, pp. 246–252.
[134]. Spreng, R., & Mackoy, R. (1996). 'An empirical examination of a model of perceived service quality and satisfaction', Journal of Retailing, Vol. 72, No. 2, pp. 201–214.
[135]. Storbacka, K., Strandvik, T., & Grönroos, C. (1994). 'Managing customer relationships for profit: the dynamics of relationship quality', International Journal of Service Industry Management, Vol. 5, No. 5, pp. 21–38.
[136]. Swan, J., & Nolan, J. (1985). 'Gaining customer trust: a conceptual guide for the salesperson', The Journal of Personal Selling & Sales Management, Vol. 5, No. 2, pp. 39–48.
[137]. Sweeney, J., Soutar, G., & Johnson, L. (1997). 'Retail service quality and perceived value', Journal of Consumer Services, Vol. 4, No. 1, pp. 39–48.
[138]. Thompson, C, Locander, W., & Pollio, H. (1989). 'Putting consumer experience back into consumer research: the philosophy and method of existential-phenomenology', Journal of Consumer Research, Vol. 16, No. 2, pp. 133–46.
[139]. Trochim, W. (2003). Research methods knowledge base, viewed August 28, 2007, www.trochim.cornell.edu.
[140]. Turley, L., & Milliman, R. (2000). 'Atmospheric effect on shopping behavior: a review of the experimental evidence', Journal of Business Research, Vol. 49, No. 2, pp. 193–211.
[141]. Van Dyke, T., Prybutok, V., & Kappelman, L. (1997). 'Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire', MIS Quarterly, Vol. 21, No. 2, pp. 195–208.
[142]. Veldre, R. (2007). Notes on the professional services sector, Department of Industry July 5.
[143]. Verhof, P. (2003). 'Combining revealed and stated preferences to forecast customer behaviour: three case studies', International Journal of Market Research, Vol. 45, No. 4, pp. 467–476.
[144]. Wagner, J. (2000). 'A model of aesthetic value in the servicescape', in TA Swartz & D Iacobucci (eds), Handbook of services marketing and management, Sage Publications, Thousand Oaks, CA, pp. 69–85.
[145]. Ward, A., & Smith, T. (1998). Relationship marketing: strength of relationship time versus duration, paper presented to European Marketing Conference, Stockholm, Sweden, Warwick Business School, University of Warwick.
[146]. Westbrook, R. (1987). 'Product/consumption-based affective responses and post purchase processes', Journal of Marketing Research, Vol. 24, No. August, pp. 258–270.
[147]. Yavas, U., Bilgin, Z., & Shemwell, D. (1997). 'Service quality in the banking sector in an emerging economy: a consumer survey', The International Journal of Bank Marketing, Vol. 15, No. 6, pp. 217–23.
[148]. Zahorik, A., & Rust, R. (1992). 'Modelling the impact of service quality of profitability: a review', in T Swartz (ed.), Advances in service marketing and management, JAI Press, Greenwich, CT, pp. 49–64.
[149]. Zeithaml, V., Parasuraman, A., & Berry, L (1985). 'Problems and strategies in services marketing', Journal of Marketing, Vol. 49, No. 2, pp. 33–46.
[150]. Zeithaml, V., Parasuraman, A., & Berry, L (1990). Delivering quality service: balancing customer perceptions and expectations, New York Free Press, New York, NY.
[151]. Zeithaml, V. (2000). 'Service quality, profitability, and the economic worth of customers: what we know and what we need to learn', Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 67–85.
[152]. Zikmund, W. (2003). Business research methods, 7th edn, South Western, Australia.