@incollection{,
	
					
					
					A043A25948246AF3AE23817B3C359387
				,
	author={{SabyasachiRath,}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2333337
}

@incollection{b0,
	
	
		,
	title={{Healthcare Rationing: The Public Debate}}
		,
	author={{
			AnnBowling
		}}
	
	
		,
	journal={{British Medical Journal}}
		
			,
	year={1996}
		
	

}

@incollection{b1,
	
	
		,
	title={{Adapting the SERVQUAL Scale to Hospital Services: an Empirical Investigation}}
		,
	author={{
			EBabakus
		} and {
			WGMangold
		}}
		
	
	
		,
	journal={{Health Services Research}}
		
			26
			2
			,
	year={1992}
		
	

}

@incollection{b2,
	
	
		,
	title={{An empirical assessment of the SERVQUAL scale}}
		,
	author={{
			EBabakus
		} and {
			GBoller
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			24
			,
	year={1992. May}
		
	

}

@incollection{b3,
	
	
		,
	title={{The service quality puzzle}}
		,
	author={{
			LLBerry
		} and {
			AParasuraman
		} and {
			VZeithaml
		}}
		
		
	
	
		,
	journal={{Business Horizons}}
		
			28
			5
			,
	year={1988}
		
	

}

@incollection{b4,
	
	
		,
	title={{Quality counts in services too}}
		,
	author={{
			LLBerry
		} and {
			VAZeithaml
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Business Horizons}}
		
			28
			3
			,
	year={1985. May-June}
		
	

}

@incollection{b5,
	
	
		,
	title={{A dynamic process model of service quality: from expectations to behavioural intentions}}
		,
	author={{
			WBoulding
		} and {
			AKalra
		} and {
			RStaelin
		} and {
			VAZeithaml
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			30
			1
			,
	year={1993}
		
	

}

@book{b6,
	
	
		,
	title={{Service Management and Marketing a Customer Relationship Management Approach}}
		,
	author={{
			CGronroos
		}}
		
			,
	year={2000}
			,
	publisher={John Willey & Sons LTD}
			,
	address={England}
		
	

}