How to cite this paper
Gandhi, S., Sachdeva, A & Gupta, A. (2018). Developing a scale to measure employee service quality in Indian SMEs.Management Science Letters , 8(5), 455-474.
Refrences
Ahire, S. L., Golhar, D. Y., & Waller, M. A. (1996). Development and validation of TQM implemen-tation constructs. Decision sciences, 27(1), 23-56.
Ahmad, N., Usman Awan, M., Raouf, A., & Sparks, L. (2009). Development of a service quality scale for pharmaceutical supply chains. International Journal of Pharmaceutical and Healthcare Marketing, 3(1), 26-45.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational re-search. Administrative Science Quarterly, 421-458.
Behara, R. S., Fisher, W. W., & Lemmink, J. G. (2002). Modelling and evaluating service quality measurement using neural networks. International Journal of Operations & Production Manage-ment, 22(10), 1162-1185.
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quali-ty. Journal of the Academy of Marketing Science, 25(1), 31.
Bollen, K. A. (1989). Structural Equations with Latent Variables.
Bollen, K. A., & Ting, K. F. (1993). Confirmatory tetrad analysis. Sociological methodology, 147-175.
Bowen, D. E., & Schneider, B. (1988). Services marketing and management-implications for organi-zational-behavior. Research in Organizational Behavior, 10, 43-80.
Bowersox, D. J., Closs, D. J., & Stank, T. P. (1999). 21st century logistics: making supply chain inte-gration a reality.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(3), 34-49.
Bustinza, O. F., Bigdeli, A. Z., Baines, T., & Elliot, C. (2015). Servitization and competitive ad-vantage: the importance of organizational structure and value chain position. Research-Technology Management, 58(5), 53-60.
Byrne, B. M. (1994). Structural equation modeling with EQS and EQS/Windows. Thousand Oaks, Califomia: Sage Publications.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimen-sional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 55-68.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quali-ty: scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123-142.
Das, S., & Pandit, D. (2015). Determination of level-of-service scale values for quantitative bus transit service attributes based on user perception. Transportmetrica A: Transport Science, 11(1), 1-21.
Dodson, R. L. (1991). Speeding the way to total quality. Training & Development, 45(6), 35-43.
Drew R. L., & Karwan, K. R. (1994). Prioritizing the dimensions of service quality: an empirical in-vestigation and strategic assessment. International Journal of Service Industry Management, 5(4), 39-52.
Droege, H., Hildebrand, D., & Heras Forcada, M. A. (2009). Innovation in services: present findings, and future pathways. Journal of Service Management, 20(2), 131-155.
Ekinci, Y., Prokopaki, P., & Cobanoglu, C. (2003). Service quality in Cretan accommodations: mar-keting strategies for the UK holiday market. International Journal of Hospitality Manage-ment, 22(1), 47-66.
Fischer, T., Gebauer, H., Gregory, M., Ren, G., & Fleisch, E. (2010). Exploitation or exploration in service business development? Insights from a dynamic capabilities perspective. Journal of Service Management, 21(5), 591-624.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of Operations Management, 9(2), 250-284.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable varia-bles and measurement error. Journal of Marketing Research, 39-50.
Forza, C. (2016). Surveys. In Research Methods for Operations Management (pp. 95-180). Routledge.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377.
Gandhi, S., Sachdeva, A & Gupta, A. (2018). Distributor service quality in Indian SMEs: A bi-directional customer perspective. Uncertain Supply Chain Management, 6(4), 335-356.
Ganguli, S., & Roy, S. K. (2010). Service quality dimensions of hybrid services. Managing Service Quality: An International Journal, 20(5), 404-424.
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International Journal of Quality & Reliability Management, 11(9), 43-66.
Gremyr, I., Witell, L., Löfberg, N., Edvardsson, B., & Fundin, A. (2014). Understanding new service development and service innovation through innovation modes. Journal of Business & Industrial Marketing, 29(2), 123-131.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Grönroos, C. (1988). Service quality: The six criteria of good perceived service. Review of busi-ness, 9(3), 10.
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington books.
Gupta, T. K., & Singh, V. (2017). Measurement of service quality of automobile organisation by arti-ficial neural network. International Journal of Management Concepts and Philosophy, 10(1), 32-53.
Gupta, T., & Singh, V. (2015). Fuzzy graph theoretic approach to compare the factors affecting the service quality of distributors. International Journal of Applied Engineering Research, 10(78), 182-186.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An intro-duction. Multivariate data analysis: A global perspective, 629-686.
Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. People and Strategy, 19(2), 20.
Hazra, S. G., & Srivastava, K. B. (2009). Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. IUP Journal of Marketing Management, 8(3/4), 74.
Kang, G. D. (2006). The hierarchical structure of service quality: integration of technical and func-tional quality. Managing Service Quality: An International Journal, 16(1), 37-50.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266-277.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kelkar, M. (2010). SERVDIV: A Vedic approach to measurement of service quality. Services Market-ing Quarterly, 31(4), 420-433.
Kindström, D., & Kowalkowski, C. (2015). Service Driven Business Model Innovation: Organizing the Shift from a Product-Based to a Service-Centric Business Model.
Kuo, H. P., & Tsai, Y. C. (2009). The relationships between service attributes and behavioral inten-tions for the real estate brokerage. The Business Review (Cambridge), 14(1), 272-279.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Indus-tries Journal, 11(3), 287-303.
Lev, B. (2004). Sharpening the intangibles edge. Harvard business review, 6, 109-116.
Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Rao, S. S. (2006). The impact of supply chain man-agement practices on competitive advantage and organizational performance. Omega, 34(2), 107-124.
Lu, J., & Nepal, S. K. (2009). Sustainable tourism research: An analysis of papers published in the Journal of Sustainable Tourism. Journal of Sustainable Tourism, 17(1), 5-16.
Luo, Z. P., & Liu, C. (2007). An Analysis of Service Quality of Front Office in Hotels and Customer Satisfaction——A Case Study of Novotel Peace Beijing Hotel [J]. Tourism Tribune, 3, 015.
Magidson, J., & Polcha, A. E. (1992). Creating market economies within companies. Journal of Busi-ness Strategy, 13(3), 39-44.
Melton, H. L., & Hartline, M. D. (2010). Customer and frontline employee influence on new service development performance. Journal of Service Research, 13(4), 411-425.
Mersha, T., & Adlakha, V. (1992). Attributes of service quality: the consumers′ perspec-tive. International journal of service industry management, 3(3), 34-45.
Nix, N. (2001). Customer service in supply chain management context. Supply Chain Management, CA: Sage Publications, Beverly Hills.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Olorunniwo, F., & Hsu, M. K. (2006). A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services. Managing Service Quality: An International Jour-nal, 16(2), 106-123.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behav-ioral intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for as-sessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, J. W., Robertson, R., & Wu, C. L. (2005). Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers. Journal of Tourism Studies, 16(1), 2.
Parmata, U. M. D. (2016). Measuring service quality in pharmaceutical supply chain–distributor’s per-spective. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258-284.
Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new PCP attributes mod-el. International Journal of Quality & Reliability Management, 14(3), 260-286.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Prakash, A., Jha, S. K., & Kallurkar, S. P. (2011). Attitudes of Indians Towards Service Quality for Life Insurance in India. International Journal of Research in Computer Application & Manage-ment, 1(9), 57-63.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive indus-try. Supply Chain Management: An International Journal, 16(5), 362-378.
Prakash, G. (2014). QoS in the internal supply chain: the next lever of competitive advantage and or-ganisational performance. Production Planning & Control, 25(7), 572-591.
Robson, C. (2002). Real world research. 3. uppl.
Rodrigues, L. L., Barkur, G., Varambally, K. V. M., & Golrooy Motlagh, F. (2011). Comparison of SERVQUAL and SERVPERF metrics: an empirical study. The TQM Journal, 23(6), 629-643.
Sachdev, S. B., & Verma, H. V. (2004). Relative importance of service quality dimensions: a multi-sectoral study. Journal of Services Research, 4(1), 93.
Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERV-QUAL model. Service Industries Journal, 11(3), 324-345.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical fac-tors of quality management. Decision sciences, 20(4), 810-829.
Schvaneveldt, S. J., Enkawa, T., & Miyakawa, M. (1991). Consumer evaluation perspectives of ser-vice quality: evaluation factors and two-way model of quality. Total Quality Management, 2(2), 149-162.
Seth, A., Momaya, K., & Gupta, H. M. (2008). Managing the customer perceived service quality for cellular mobile telephony: An empirical investigation. Vikalpa, 33(1), 19-34.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.
Singh, P. J., Feng, M., & Smith, A. (2006). ISO 9000 series of standards: comparison of manufactur-ing and service organisations. International Journal of Quality & Reliability Management, 23(2), 122-142.
Smith, L., Maull, R., & CL Ng, I. (2014). Servitization and operations management: a service domi-nant-logic approach. International Journal of Operations & Production Management, 34(2), 242-269.
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. The International Journal of Bank Marketing, 18(5), 246-252.
Stank, T. P., Keller, S. B., & Daugherty, P. J. (2001). Supply chain collaboration and logistical service performance. Journal of Business Logistics, 22(1), 29-48.
Stanley, L. L., & Wisner, J. D. (2002). The determinants of service quality: issues for purchas-ing. European Journal of Purchasing & Supply Management, 8(2), 97-109.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of services Market-ing, 16(1), 9-34.
Sotoudeh-Anvari, A., Sadjadi, S., Molana, S & Sadi-Nezhad, S. (2018). A new MCDM-based ap-proach using BWM and SAW for optimal search model.Decision Science Letters, 7(4), 395-404.
Tanaka, J. S. (1987). “How big is big enough?": Sample size and goodness of fit in structural equation models with latent variables. Child development, 134-146.
Trochim, W. M. (2007). Research methods, Biztantra, New Delhi.
Tsang, N. K., Lee, L. Y. S., & Qu, H. (2015). Service quality research on China’s hospitality and tour-ism industry. International Journal of Contemporary Hospitality Management, 27(3), 473-497.
Wattanakamolchai, S. (2008). The evaluation of service quality by socially responsible custom-ers (Doctoral dissertation, Virginia Tech).
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer bank-ing. International Journal of Service Industry Management, 13(1), 69-90.
Zhu, X., & Zolkiewski, J. (2016). Exploring service adaptation in a business-to-business con-text. Journal of Service Theory and Practice, 26(3), 315-337.
Ahmad, N., Usman Awan, M., Raouf, A., & Sparks, L. (2009). Development of a service quality scale for pharmaceutical supply chains. International Journal of Pharmaceutical and Healthcare Marketing, 3(1), 26-45.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational re-search. Administrative Science Quarterly, 421-458.
Behara, R. S., Fisher, W. W., & Lemmink, J. G. (2002). Modelling and evaluating service quality measurement using neural networks. International Journal of Operations & Production Manage-ment, 22(10), 1162-1185.
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quali-ty. Journal of the Academy of Marketing Science, 25(1), 31.
Bollen, K. A. (1989). Structural Equations with Latent Variables.
Bollen, K. A., & Ting, K. F. (1993). Confirmatory tetrad analysis. Sociological methodology, 147-175.
Bowen, D. E., & Schneider, B. (1988). Services marketing and management-implications for organi-zational-behavior. Research in Organizational Behavior, 10, 43-80.
Bowersox, D. J., Closs, D. J., & Stank, T. P. (1999). 21st century logistics: making supply chain inte-gration a reality.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(3), 34-49.
Bustinza, O. F., Bigdeli, A. Z., Baines, T., & Elliot, C. (2015). Servitization and competitive ad-vantage: the importance of organizational structure and value chain position. Research-Technology Management, 58(5), 53-60.
Byrne, B. M. (1994). Structural equation modeling with EQS and EQS/Windows. Thousand Oaks, Califomia: Sage Publications.
Carr, C. L. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimen-sional evaluation of service fairness. Decision Sciences, 38(1), 107-130.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 55-68.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quali-ty: scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123-142.
Das, S., & Pandit, D. (2015). Determination of level-of-service scale values for quantitative bus transit service attributes based on user perception. Transportmetrica A: Transport Science, 11(1), 1-21.
Dodson, R. L. (1991). Speeding the way to total quality. Training & Development, 45(6), 35-43.
Drew R. L., & Karwan, K. R. (1994). Prioritizing the dimensions of service quality: an empirical in-vestigation and strategic assessment. International Journal of Service Industry Management, 5(4), 39-52.
Droege, H., Hildebrand, D., & Heras Forcada, M. A. (2009). Innovation in services: present findings, and future pathways. Journal of Service Management, 20(2), 131-155.
Ekinci, Y., Prokopaki, P., & Cobanoglu, C. (2003). Service quality in Cretan accommodations: mar-keting strategies for the UK holiday market. International Journal of Hospitality Manage-ment, 22(1), 47-66.
Fischer, T., Gebauer, H., Gregory, M., Ren, G., & Fleisch, E. (2010). Exploitation or exploration in service business development? Insights from a dynamic capabilities perspective. Journal of Service Management, 21(5), 591-624.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of Operations Management, 9(2), 250-284.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable varia-bles and measurement error. Journal of Marketing Research, 39-50.
Forza, C. (2016). Surveys. In Research Methods for Operations Management (pp. 95-180). Routledge.
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377.
Gandhi, S., Sachdeva, A & Gupta, A. (2018). Distributor service quality in Indian SMEs: A bi-directional customer perspective. Uncertain Supply Chain Management, 6(4), 335-356.
Ganguli, S., & Roy, S. K. (2010). Service quality dimensions of hybrid services. Managing Service Quality: An International Journal, 20(5), 404-424.
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International Journal of Quality & Reliability Management, 11(9), 43-66.
Gremyr, I., Witell, L., Löfberg, N., Edvardsson, B., & Fundin, A. (2014). Understanding new service development and service innovation through innovation modes. Journal of Business & Industrial Marketing, 29(2), 123-131.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Grönroos, C. (1988). Service quality: The six criteria of good perceived service. Review of busi-ness, 9(3), 10.
Grönroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington books.
Gupta, T. K., & Singh, V. (2017). Measurement of service quality of automobile organisation by arti-ficial neural network. International Journal of Management Concepts and Philosophy, 10(1), 32-53.
Gupta, T., & Singh, V. (2015). Fuzzy graph theoretic approach to compare the factors affecting the service quality of distributors. International Journal of Applied Engineering Research, 10(78), 182-186.
Hair Jr, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An intro-duction. Multivariate data analysis: A global perspective, 629-686.
Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. People and Strategy, 19(2), 20.
Hazra, S. G., & Srivastava, K. B. (2009). Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector. IUP Journal of Marketing Management, 8(3/4), 74.
Kang, G. D. (2006). The hierarchical structure of service quality: integration of technical and func-tional quality. Managing Service Quality: An International Journal, 16(1), 37-50.
Kang, G. D., & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266-277.
Kang, H., & Bradley, G. (2002). Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems, 3(3), 151-164.
Kelkar, M. (2010). SERVDIV: A Vedic approach to measurement of service quality. Services Market-ing Quarterly, 31(4), 420-433.
Kindström, D., & Kowalkowski, C. (2015). Service Driven Business Model Innovation: Organizing the Shift from a Product-Based to a Service-Centric Business Model.
Kuo, H. P., & Tsai, Y. C. (2009). The relationships between service attributes and behavioral inten-tions for the real estate brokerage. The Business Review (Cambridge), 14(1), 272-279.
Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217-231.
Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Indus-tries Journal, 11(3), 287-303.
Lev, B. (2004). Sharpening the intangibles edge. Harvard business review, 6, 109-116.
Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Rao, S. S. (2006). The impact of supply chain man-agement practices on competitive advantage and organizational performance. Omega, 34(2), 107-124.
Lu, J., & Nepal, S. K. (2009). Sustainable tourism research: An analysis of papers published in the Journal of Sustainable Tourism. Journal of Sustainable Tourism, 17(1), 5-16.
Luo, Z. P., & Liu, C. (2007). An Analysis of Service Quality of Front Office in Hotels and Customer Satisfaction——A Case Study of Novotel Peace Beijing Hotel [J]. Tourism Tribune, 3, 015.
Magidson, J., & Polcha, A. E. (1992). Creating market economies within companies. Journal of Busi-ness Strategy, 13(3), 39-44.
Melton, H. L., & Hartline, M. D. (2010). Customer and frontline employee influence on new service development performance. Journal of Service Research, 13(4), 411-425.
Mersha, T., & Adlakha, V. (1992). Attributes of service quality: the consumers′ perspec-tive. International journal of service industry management, 3(3), 34-45.
Nix, N. (2001). Customer service in supply chain management context. Supply Chain Management, CA: Sage Publications, Beverly Hills.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Olorunniwo, F., & Hsu, M. K. (2006). A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services. Managing Service Quality: An International Jour-nal, 16(2), 106-123.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behav-ioral intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for as-sessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, J. W., Robertson, R., & Wu, C. L. (2005). Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers. Journal of Tourism Studies, 16(1), 2.
Parmata, U. M. D. (2016). Measuring service quality in pharmaceutical supply chain–distributor’s per-spective. International Journal of Pharmaceutical and Healthcare Marketing, 10(3), 258-284.
Philip, G., & Hazlett, S. A. (1997). The measurement of service quality: a new PCP attributes mod-el. International Journal of Quality & Reliability Management, 14(3), 260-286.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Prakash, A., Jha, S. K., & Kallurkar, S. P. (2011). Attitudes of Indians Towards Service Quality for Life Insurance in India. International Journal of Research in Computer Application & Manage-ment, 1(9), 57-63.
Prakash, G. (2011). Service quality in supply chain: empirical evidence from Indian automotive indus-try. Supply Chain Management: An International Journal, 16(5), 362-378.
Prakash, G. (2014). QoS in the internal supply chain: the next lever of competitive advantage and or-ganisational performance. Production Planning & Control, 25(7), 572-591.
Robson, C. (2002). Real world research. 3. uppl.
Rodrigues, L. L., Barkur, G., Varambally, K. V. M., & Golrooy Motlagh, F. (2011). Comparison of SERVQUAL and SERVPERF metrics: an empirical study. The TQM Journal, 23(6), 629-643.
Sachdev, S. B., & Verma, H. V. (2004). Relative importance of service quality dimensions: a multi-sectoral study. Journal of Services Research, 4(1), 93.
Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERV-QUAL model. Service Industries Journal, 11(3), 324-345.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Saraph, J. V., Benson, P. G., & Schroeder, R. G. (1989). An instrument for measuring the critical fac-tors of quality management. Decision sciences, 20(4), 810-829.
Schvaneveldt, S. J., Enkawa, T., & Miyakawa, M. (1991). Consumer evaluation perspectives of ser-vice quality: evaluation factors and two-way model of quality. Total Quality Management, 2(2), 149-162.
Seth, A., Momaya, K., & Gupta, H. M. (2008). Managing the customer perceived service quality for cellular mobile telephony: An empirical investigation. Vikalpa, 33(1), 19-34.
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.
Singh, P. J., Feng, M., & Smith, A. (2006). ISO 9000 series of standards: comparison of manufactur-ing and service organisations. International Journal of Quality & Reliability Management, 23(2), 122-142.
Smith, L., Maull, R., & CL Ng, I. (2014). Servitization and operations management: a service domi-nant-logic approach. International Journal of Operations & Production Management, 34(2), 242-269.
Soteriou, A. C., & Stavrinides, Y. (2000). An internal customer service quality data envelopment analysis model for bank branches. The International Journal of Bank Marketing, 18(5), 246-252.
Stank, T. P., Keller, S. B., & Daugherty, P. J. (2001). Supply chain collaboration and logistical service performance. Journal of Business Logistics, 22(1), 29-48.
Stanley, L. L., & Wisner, J. D. (2002). The determinants of service quality: issues for purchas-ing. European Journal of Purchasing & Supply Management, 8(2), 97-109.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of services Market-ing, 16(1), 9-34.
Sotoudeh-Anvari, A., Sadjadi, S., Molana, S & Sadi-Nezhad, S. (2018). A new MCDM-based ap-proach using BWM and SAW for optimal search model.Decision Science Letters, 7(4), 395-404.
Tanaka, J. S. (1987). “How big is big enough?": Sample size and goodness of fit in structural equation models with latent variables. Child development, 134-146.
Trochim, W. M. (2007). Research methods, Biztantra, New Delhi.
Tsang, N. K., Lee, L. Y. S., & Qu, H. (2015). Service quality research on China’s hospitality and tour-ism industry. International Journal of Contemporary Hospitality Management, 27(3), 473-497.
Wattanakamolchai, S. (2008). The evaluation of service quality by socially responsible custom-ers (Doctoral dissertation, Virginia Tech).
Zhu, F. X., Wymer, W., & Chen, I. (2002). IT-based services and service quality in consumer bank-ing. International Journal of Service Industry Management, 13(1), 69-90.
Zhu, X., & Zolkiewski, J. (2016). Exploring service adaptation in a business-to-business con-text. Journal of Service Theory and Practice, 26(3), 315-337.