Nunnally, J. (1978). Psychometric theory, 2nd Edn. New York: McGraw-Hill. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39–48.
Nunnally, J. (1978). Psychometric theory, 2nd Edn. New York: McGraw-Hill.Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39–48.
Nunnally, J. (1978). Lý thuyết tâm lý, thứ 2 Edn. New York:. McGraw-Hill Parasuraman, A., Berry, LL, & Zeithaml, VA (1991). Hiểu được mong muốn của khách hàng về dịch vụ. Sloan Management Review, 32 (3), 39-48.