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A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

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Reproduced with permission of the copyright owner. Further reproduction prohibited without permission. A dynamic process model of service quality: From expectations to behavioral i... Boulding, William; Kalra, Ajay; Staelin, Richard; Zeithaml, Valarie A JMR, Journal of Marketing Research; Feb 1993; 30, 1; ABI/INFORM Research pg. 7
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Page 1: A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

Reproduced with permission of the copyright owner. Further reproduction prohibited without permission.

A dynamic process model of service quality: From expectations to behavioral i...Boulding, William; Kalra, Ajay; Staelin, Richard; Zeithaml, Valarie AJMR, Journal of Marketing Research; Feb 1993; 30, 1; ABI/INFORM Researchpg. 7

Page 2: A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

Reproduced with permission of the copyright owner. Further reproduction prohibited without permission.

Page 3: A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

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Page 4: A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

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Page 5: A Dynamic Process Model of Service Quality From Expectations to Behavioral Intentions

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