@incollection{,
	
					
					
					29E988170361A73998E4D757C8BF244D
				,
	author={{Dr. ShamsherSingh} and {Dr. Naveen JSirohi} and {Ms. KumkumChaudhary} and {BCIPS, GGSIP University, New Delhi, India}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1471931
}

@incollection{b0,
	
	
		,
	title={{}}
		
	
	
		,
	journal={{American Customer Satisfaction Index}}
		
			,
	year={2014}
		
	

}

@incollection{b1,
	
	
		,
	title={{Seizing the initiative}}
		,
	author={{
			Anonymous
		}}
	
	
		,
	journal={{Life Insurance International}}
		
			
			,
	year={2004. April}
		
	

}

@incollection{b2,
	
	
		,
	title={{An empirical assessment of the SERVQUAL scale}}
		,
	author={{
			EBabakus
		} and {
			GWBoller
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			24
			3
			
			,
	year={1992}
		
	

}

@book{b3,
	
	
		,
	title={{Empirical examination of a direct measure of perceived service quality using SERVQUAL items}}
		,
	author={{
			EBabakus
		} and {
			DLPedrick
		} and {
			MInhofe
		}}
		
		
		
			,
	year={1993}
			,
	address={TN}
		
		
			Memphis State University
		
	
	,
	note={unpublished manuscript}

}

@incollection{b4,
	
	
		,
	title={{Quality, Satisfaction and Behavioral Intentions}}
		,
	author={{
			DBaker
		} and {
			JCrompton
		}}
		
	
	
		,
	journal={{International Journal of Economics and Finance}}
		
			2
			4
			
			,
	year={2000}
		
	
	,
	note={Annals of Tourism Research.}

}

@incollection{b5,
	
	
		,
	title={{Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument}}
		,
	author={{
			NBala
		} and {
			HSSandhu
		} and {
			NNagpal
		}}
		
		
	
	
		,
	journal={{International Business Research}}
		
			4
			4
			
			,
	year={2011}
		
	

}

@incollection{b6,
	
	
		,
	title={{Insurance sector dynamics: towards transformation into learning organization}}
		,
	author={{
			GBarkur
		} and {
			KV MVarambally
		} and {
			LL RRodrigues
		}}
		
		
	
	
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	booktitle={{The Learning Organization}}
				
			,
	year={2007}
			14
			
		
	

}

@incollection{b7,
	
	
		,
	title={{Relationship marketing of services-Growing interest, emerging perspectives}}
		,
	author={{
			LLBerry
		}}
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			23
			
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	year={1995}
		
	
	,
	note={Fall}

}

@incollection{b8,
	
	
		,
	title={{Service Quality of Life Insurance Companies}}
		,
	author={{
			VKBishnoi
		} and {
			MBishnoi
		}}
		
	
	
		,
	journal={{BVIMR Management Edge}}
		
			6
			1
			
			,
	year={2013}
		
	

}

@incollection{b9,
	
	
		,
	title={{A Dynamic Process Model of Service Quality: From Expectations to Behavioural Intentions}}
		,
	author={{
			WBoulding
		} and {
			AKarla
		} and {
			RStaelin
		} and {
			VAZeithaml
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			30
			1
			
			,
	year={1993}
		
	

}

@incollection{b10,
	
	
		,
	title={{Measuring service quality in the car service industry: building and testing an instrument}}
		,
	author={{
			MBouman
		} and {
			TVan Der Wiele
		}}
		
	
	
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	journal={{International Journal of Service Industry Management}}
		
			3
			4
			
			,
	year={1992}
		
	

}

@book{b11,
	
	
		,
	author={{
			RDBuzzell
		} and {
			BTGale
		}}
		
		,
	title={{The PIMS Principles: Linking Strategy to Performance}}
				New York
		
			,
	publisher={Free Press}
			,
	year={1997}
		
	

}

@incollection{b12,
	
	
		,
	title={{Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions}}
		,
	author={{
			JMCarman
		}}
	
	
		,
	journal={{Journal of Retailing}}
		
			66
			
			,
	year={1990}
		
	

}

@incollection{b13,
	
	
		,
	title={{Service Quality Perceptions of Life Insurance Policyholders in Northern India: Pre-privatization vs. Postprivatization}}
		,
	author={{
			SChawla
		} and {
			FSingh
		}}
		
	
	
		,
	journal={{The ICFAI University Journal of Marketing Management}}
		
			4
			
			,
	year={2008}
		
	

}

@incollection{b14,
	
	
		,
	title={{Information Technology enabled Service Quality Model for Life Insurance Services}}
		,
	author={{
			PSChoudhuri
		}}
	
	
		,
	journal={{International Journal of Management}}
		
			5
			
			,
	year={2014}
		
	

}

@incollection{b15,
	
	
		,
	title={{Building a Competitive Advantage for Service Firms}}
		,
	author={{
			KFClow
		} and {
			DWVorhies
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			7
			1
			
			,
	year={1993}
		
	

}

@incollection{b16,
	
	
		,
	title={{Users' Perceptions of Library Service Quality: A LibQUAL+? Qualitative Study}}
		,
	author={{
			CCook
		} and {
			FHeath
		}}
		
	
	
		,
	journal={{Library Trends}}
		
			49
			4
			
			,
	year={2001}
		
	

}

@incollection{b17,
	
	
		,
	title={{Key ethical issues facing the property and casualty insurance: References Références Referencias has a decade made a difference?}}
		,
	author={{
			RWCooper
		} and {
			GLFrank
		}}
		
	
	
		,
	journal={{Journal}}
		
			54
			2
			
			,
	year={2001}
		
	

}

@incollection{b18,
	
	
		,
	title={{SERVPERF versus SERVQUAL, reconciling performance-based and perceptions-minus-expectations measurement of service quality}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994. January}
		
	

}

@incollection{b19,
	
	
		,
	title={{Measuring Service Quality: A Reexamination and Extension}}
		,
	author={{
			JJCroninJr
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			3
			
			,
	year={1992}
		
	

}

@incollection{b20,
	
	
		,
	title={{Life Insurance Agents as Financial Planners: A Matter of Role Consensus}}
		,
	author={{
			LACrosby
		} and {
			DCowles
		}}
		
	
	
		,
	journal={{Journal of Professional Services Marketing}}
		
			1
			
			,
	year={1986}
		
	

}

@incollection{b21,
	
	
		,
	title={{Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry}}
		,
	author={{
			LACrosby
		} and {
			NStephens
		}}
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			24
			
			,
	year={1987. November}
		
	

}

@incollection{b22,
	
	
		,
	title={{Consumer as a Competitive Weapon}}
		,
	author={{
			PDawkins
		} and {
			FReichheld
		}}
		
	
	
		,
	journal={{Directors and Boards}}
		
			14
			
			,
	year={1990}
		
	

}

@book{b23,
	
	
		,
	title={{Department of Financial Services}}
		
		
			,
	address={New York State}
		
	

}

@incollection{b24,
	
	
		,
	title={{Consumer Evaluation and Competitive Advantage in Financial Services: a Research Agenda}}
		,
	author={{
			JDevlin
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			35
			
			,
	year={2001}
		
	

}

@book{b25,
	
	
		,
	title={{Persistency in UK longterm insurance: Customer satisfaction and service quality}}
		,
	author={{
			SDiacon
		} and {
			CO'brien
		}}
		
		
			,
	year={2002}
			,
	address={Nottingham}
		
		
			CRIS Discussion Papers, III, University of Nottingham
		
	

}

@incollection{b26,
	
	
		,
	title={{Forging relationships with services: The antecedents that have an impact on behaviourial outcomes in the life insurance industry}}
		,
	author={{
			SDurvasula
		} and {
			SLysonski
		} and {
			SMehta
		} and {
			BPeng Tang
		}}
		
		
		
	
	
		,
	journal={{Journal of Financial Services Marketing}}
		
			8
			4
			
			,
	year={2004}
		
	

}

@incollection{b27,
	
	
		,
	title={{The Quality of Insurance Intermediary Services -Empirical Evidence from Germany}}
		,
	author={{
			MEckardt
		} and {
			SRDoppner
		}}
		
	
	
		,
	journal={{The Journal of Risk and Insurance}}
		
			77
			3
			
			,
	year={2010}
		
	

}

@incollection{b28,
	
	
		,
	title={{Service quality in Cretan accommodations: marketing strategies for the UK holiday market}}
		,
	author={{
			YEkinci
		} and {
			PProkopaki
		} and {
			CCobanoglu
		}}
		
		
	
	
		,
	journal={{International Journal of Hospitality Management}}
		
			22
			1
			
			,
	year={2003}
		
	

}

@incollection{b29,
	
	
		,
	title={{Quality improvement in the Greek and Kenyan insurance industries}}
		,
	author={{
			TEvangelos
		} and {
			MSimmy
		} and {
			RKGraham
		}}
		
		
	
	
		,
	journal={{archives of economic history}}
		
			16
			2
			
			,
	year={2004}
		
	

}

@incollection{b30,
	
	
		,
	title={{Measuring the perceived quality of professional business services}}
		,
	author={{
			KDFreeman
		} and {
			JDart
		}}
		
	
	
		,
	journal={{Journal of Professional Services Marketing}}
		
			9
			1
			
			,
	year={1993}
		
	

}

@incollection{b31,
	
	
		,
	title={{RIMS plans to have third quality}}
		,
	author={{
			SFriedman
		}}
	
	
		,
	journal={{National Underwriter}}
		
			18
			
			,
	year={2001a. 2002}
		
	

}

@incollection{b32,
	
	
		,
	title={{RIMS launches quality process}}
		,
	author={{
			SFriedman
		}}
	
	
		,
	journal={{National Underwriter}}
		
			19
			
			,
	year={2001b}
		
	

}

@incollection{b33,
	
	
		,
	title={{HISTOQUAL: the development of a historic houses assessment scale}}
		,
	author={{
			IFrochot
		} and {
			HHughes
		}}
		
	
	
		,
	journal={{Tourism Management}}
		
			21
			2
			
			,
	year={2000}
		
	

}

@incollection{b34,
	
	
		,
	title={{Customer expectations and perceptions of service quality in apparel retailing}}
		,
	author={{
			KBGagliano
		} and {
			JHathcote
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			8
			1
			
			,
	year={1994}
		
	

}

@incollection{b35,
	
	
		,
	title={{A pilot study on the service quality of insurance companies}}
		,
	author={{
			HGayathri
		} and {
			MCVinaya
		} and {
			KLakshmisha
		}}
		
		
	
	
		,
	journal={{Journal of Services Research}}
		
			5
			2
			
			,
	year={2005}
		
	

}

@incollection{b36,
	
	
		,
	title={{Customer satisfaction with service quality in the life insurance industry in India}}
		,
	author={{
			PGoswami
		}}
	
	
		,
	journal={{ICFAI Journal of Services Marketing}}
		
			5
			1
			
			,
	year={2007}
		
	

}

@book{b37,
	
	
		,
	title={{Service Management and Marketing}}
		,
	author={{
			CGronroos
		}}
		
			,
	year={1990}
			,
	address={Lexington Books, Lexington, MA}
		
	

}

@incollection{b38,
	
	
		,
	title={{A service-oriented approach to marketing of services}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			12
			8
			
			,
	year={1982}
		
	

}

@book{b39,
	
	
		,
	title={{Multivariate Data Analysis}}
		,
	author={{
			JFHairJr
		} and {
			REAnderson
		} and {
			RLTatham
		} and {
			WCBlack
		}}
		
		
		
		
			,
	year={1998}
			,
	publisher={Prentice Hall}
			,
	address={Upper Saddle River, NJ}
		
	
	,
	note={5th Edition}

}

@incollection{b40,
	
	
		,
	title={{The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study}}
		,
	author={{
			RHallowell
		}}
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			7
			4
			
			,
	year={1996}
		
	

}

@incollection{b41,
	
	
		,
	title={{Understanding the behaviour of financial services consumers: a research agenda}}
		,
	author={{
			THarrison
		}}
	
	
		,
	journal={{Journal of Financial Service Marketing}}
		
			8
			1
			
			,
	year={2003}
		
	

}

@incollection{b42,
	
	
		,
	title={{Measuring service quality and its relationship to future consumer behavior}}
		,
	author={{
			DEHeadley
		} and {
			SJMiller
		}}
		
		
	
	
		,
	journal={{Insurance Regulatory and Development Authority}}
		
			13
			4
			
			,
	year={1993. 2014. 2014}
		
	
	,
	note={Journal of Health Care Marketing}

}

@incollection{b43,
	
	
		,
	title={{Measuring service quality in the hotel industry: evidence from Northern Cyprus}}
		,
	author={{
			OMKaratepe
		} and {
			TAvci
		}}
		
	
	
		,
	journal={{Anatolia: An International Journal of Tourism and Hospitality Research}}
		
			13
			1
			
			,
	year={2002}
		
	

}

@incollection{b44,
	
	
		,
	title={{ECOSERV: ecotourists quality expectations}}
		,
	author={{
			MKhan
		}}
	
	
		,
	journal={{Annals of Tourism Research}}
		
			30
			1
			
			,
	year={2003}
		
	

}

@incollection{b45,
	
	
		,
	title={{The applicability of SERVQUAL in crossnational measurements of health-care quality}}
		,
	author={{
			WEKilbourne
		} and {
			JADuffy
		} and {
			MDuffy
		} and {
			GGiarchi
		}}
		
		
		
	
	
		,
	journal={{Journal Of Services Marketing}}
		
			18
			6
			
			,
	year={2004}
		
	

}

@incollection{b46,
	
	
		,
	title={{Agents/policy owners split on service}}
		,
	author={{
			CKing
		}}
	
	
		,
	journal={{National Underwriter}}
		
			7
			,
	year={1992. October}
		
	

}

@incollection{b47,
	
	
		,
	title={{LODGSERV, a service quality index for the lodging industry}}
		,
	author={{
			BKnutson
		} and {
			PStevens
		} and {
			CWullaert
		} and {
			FYokoyoma
		}}
		
		
		
	
	
		,
	journal={{Hospitality Research Journal}}
		
			14
			2
			
			,
	year={1990}
		
	

}

@incollection{b48,
	
	
		,
	title={{Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology}}
		,
	author={{
			MSKrishnan
		} and {
			VenkatramRamaswamy
		} and {
			MaryCMeyer
		} and {
			PaulDamien
		}}
		
		
		
	
	
		,
	journal={{Management Science}}
		
			45
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			,
	year={1999}
		
	

}

@book{b49,
	
	
		,
	title={{}}
		,
	author={{
			RKrishnaveni
		} and {
			DDivya Prava
		}}
		
		
			,
	year={2004}
		
	

}

@incollection{b50,
	
	
		,
	title={{Measuring Service Quality in Banking Sector}}
	
	
		,
	journal={{Prajnan: Jr. of Social and Management Sciences}}
		
			23
			1
			
		
	

}

@incollection{b51,
	
	
		,
	title={{SERVQUAL: a tool for measuring patients opinions of hospital service quality in Hong Kong}}
		,
	author={{
			SS KLam
		}}
	
	
		,
	journal={{Total Quality Management}}
		
			8
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	year={1997}
		
	

}

@book{b52,
	
	
		,
	title={{Service quality: a study of quality dimensions}}
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			JLehtinen
		} and {
			ULehtinen
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			,
	year={1982}
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	address={Helsinki}
		
	
	,
	note={Unpublished working paper, Service Management Institute}

}

@book{b53,
	
	
		,
	title={{The interactive approach to service quality and management}}
		,
	author={{
			MRLeste
		} and {
			WVittorio
		}}
		
		
			,
	year={1997}
		
	

}

@book{b54,
	
	
		,
	title={{Deuxième Congres International Franco-Quebecois de Génie Industriel}}
		
			,
	year={1997}
			,
	address={ALBI}
		
	

}

@incollection{b55,
	
	
		,
	title={{Service quality: an international companion of bank customers' expectations and reception}}
		,
	author={{
			BRLewis
		}}
	
	
		,
	journal={{Journal of Marketing Management}}
		
			7
			
			,
	year={1991}
		
	

}

@book{b56,
	
	
		,
	title={{Life Insurance Products and Consumer Information}}
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	author={{
			MichaelPLynch
		} and {
			Robert
		} and {
			Mackay
		}}
		
		
		
			,
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			,
	address={Washington DC}
		
		
			US Government Printing Office
		
	
	,
	note={FTC Staff Report}

}

@incollection{b57,
	
	
		,
	title={{Cultural Influences on GIQUAL: An Empirical Study in Insurance Sector}}
		,
	author={{
			TMeharajan
		} and {
			TVanniarajan
		}}
		
	
	
		,
	journal={{Global Management Review}}
		
			5
			
			,
	year={2011}
		
	

}

@incollection{b58,
	
	
		,
	title={{MSS, MSA and zone of tolerance as measures of service quality: A Study of the Life Insurance Industry}}
		,
	author={{
			SCMehta
		} and {
			ALobo
		}}
		
	
	
		,
	booktitle={{Second International Services Marketing Conference}}
				
			,
	year={2002}
		
		
			University of Queensland
		
	

}

@incollection{b59,
	
	
		,
	title={{Analysing service quality in the hospitality industry}}
		,
	author={{
			AW OMei
		} and {
			AMDean
		} and {
			CJWhite
		}}
		
		
	
	
		,
	journal={{Managing Service Quality}}
		
			9
			2
			
			,
	year={1999}
		
	

}

@incollection{b60,
	
	
		,
	title={{Developing and Testing a Hierarchical Model of Customer Perceived Service Quality for Life Insurance Services}}
		,
	author={{
			SMittal
		} and {
			RGera
		} and {
			SRSinghvi
		}}
		
		
	
	
		,
	journal={{Asia-Pacific Journal of Management Research and Innovation}}
		
			9
			
			,
	year={2013}
		
	

}

@incollection{b61,
	
	
		,
	title={{Diagnosing the zone of tolerance for hotel services}}
		,
	author={{
			HNadiri
		} and {
			KHussain
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			15
			3
			
			,
	year={2005}
		
	

}

@incollection{b62,
	
	
		,
	title={{E-S-QUAL: a multiple-item scale for assessing electronic service quality}}
		,
	author={{
			JNunnaly
		} and {
			AParasuraman
		} and {
			VZeithaml
		} and {
			AMalhotra
		}}
		
		
		
	
	
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	journal={{Journal of Service Research}}
		
			64
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	year={1978. 2005}
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	publisher={McGraw-Hill}
		
	
	,
	note={Psychometric theory}

}

@incollection{b63,
	
	
		,
	title={{Refinement and reassessment of the SERVQUAL scale}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		} and {
			VAZeithaml
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			67
			4
			
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	year={1991}
		
	

}

@incollection{b64,
	
	
		,
	title={{A conceptual model of service quality and its implications for further research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			48
			
			,
	year={1985}
		
	

}

@incollection{b65,
	
	
		,
	title={{Multipleitem scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			1
			
			,
	year={1988}
		
	

}

@incollection{b66,
	
	
		,
	title={{Development of a multidimensional scale for measuring the perceived value of a service}}
		,
	author={{
			JFPetrick
		}}
	
	
		,
	journal={{Journal of Leisure Research}}
		
			34
			2
			
			,
	year={2002}
		
	

}

@incollection{b67,
	
	
		,
	title={{Outside interests: Making the move from lip service to real service}}
		,
	author={{
			SPointek
		}}
	
	
		,
	journal={{National Underwriter}}
		
			44
			34
			,
	year={1992}
		
	

}

@incollection{b68,
	
	
		,
	title={{Zero defections: quality comes to services}}
		,
	author={{
			FFReichheld
		} and {
			WESasser
		}}
		
	
	
		,
	journal={{Harvard Business Review}}
		
			
			,
	year={1990. Sept.-Oct.}
		
	

}

@incollection{b69,
	
	
		,
	title={{Service Quality Atrributes and Choice Behaviour}}
		,
	author={{
			MDRichard
		} and {
			AWAllaway
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			7
			10
			
			,
	year={1993}
		
	

}

@incollection{b70,
	
	
		,
	title={{Provider and customer expectations of successful simulation projects}}
		,
	author={{
			SRobinson
		} and {
			MPidd
		}}
		
	
	
		,
	journal={{Journal of the Operational Research Society}}
		
			49
			3
			
			,
	year={1998}
		
	

}

@incollection{b71,
	
	
		,
	title={{A Marketing Approach for Consumer Retention}}
		,
	author={{
			LRosenberg
		} and {
			JCzepiel
		}}
		
	
	
		,
	journal={{Journal of Consumer Marketing}}
		
			1
			
			,
	year={1983}
		
	

}

@incollection{b72,
	
	
		,
	title={{Customer satisfaction, customer retention and market share}}
		,
	author={{
			RTRust
		} and {
			AJZahorik
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			69
			2
			
			,
	year={1993}
		
	

}

@incollection{b73,
	
	
		,
	title={{Antecedents of Service Quality in Insurance Industry}}
		,
	author={{
			AMSaad
		} and {
			RZYusoff
		} and {
			RIslam
		}}
		
		
	
	
		,
	booktitle={{Advances in Natural and Applied Sciences}}
				
			,
	year={2014}
			8
			
		
	

}

@incollection{b74,
	
	
		,
	title={{Customers' Perception towards Service Quality of Life Insurance Corporation of India -A Factor Analytic Approach}}
		,
	author={{
			HSSandhu
		} and {
			NBala
		}}
		
	
	
		,
	journal={{International Journal of Business and Social Science}}
		
			2
			18
			
			,
	year={2011}
		
	

}

@book{b75,
	
	
		,
	title={{Management of service operations}}
		,
	author={{
			WESasser
		} and {
			RPOlsen
		} and {
			DDWyckoff
		}}
		
		
		
			,
	year={1978}
			,
	publisher={Allyn and Bacon}
			,
	address={Boston, MA}
		
	

}

@incollection{b76,
	
	
		,
	title={{The erosion of service quality}}
		,
	author={{
			WSherden
		}}
	
	
		,
	journal={{Best's Review}}
		
			88
			5
			22
			,
	year={1987}
		
	

}

@incollection{b77,
	
	
		,
	title={{Measuring the customer perceived service quality for life insurance services: an empirical investigation}}
		,
	author={{
			MasoodHSiddiqui
		} and {
			VKhand
		} and {
			TGSharma
		}}
		
		
	
	
		,
	journal={{International Business Research}}
		
			,
	year={2010}
		
	

}

@incollection{b78,
	
	
		,
	title={{Special report: Nichols: we've forgotten the consumer}}
		,
	author={{
			TSlattery
		}}
	
	
		,
	journal={{National Underwriter}}
		
			48
			11
			,
	year={1989. November}
		
	

}

@incollection{b79,
	
	
		,
	title={{Determinants of service quality and satisfaction in the auto casualty claims process}}
		,
	author={{
			MRStafford
		} and {
			TFStafford
		} and {
			BPWells
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			12
			
			,
	year={1998}
		
	

}

@incollection{b80,
	
	
		,
	title={{DINESERV: a tool for measuring service quality in restaurants}}
		,
	author={{
			PStevens
		} and {
			BKnutson
		} and {
			MPatton
		}}
		
		
	
	
		,
	journal={{Cornell Hotel and Restaurant Administration Quarterly}}
		
			36
			2
			
			,
	year={1995}
		
	

}

@incollection{b81,
	
	
		,
	title={{Assessing the use of regression analysis in examining service recovery in the insurance industry: relating service quality, customer satisfaction and customer trust}}
		,
	author={{
			SATaylor
		}}
	
	
		,
	journal={{Journal of Insurance Issues}}
		
			24
			1
			
			,
	year={2001}
		
	

}

@incollection{b82,
	
	
		,
	title={{Uniform assessment of the benefits of service learning, the development, evaluation, and implementation of the SELEB scale}}
		,
	author={{
			MFToncar
		} and {
			JSReid
		} and {
			DJBurns
		} and {
			CEAnderson
		} and {
			HPNguyen
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Marketing Theory and Practice}}
		
			14
			3
			
			,
	year={2006}
		
	

}

@book{b83,
	
	
		,
	title={{Quality service (quality everything!)}}
		,
	author={{
			DToran
		}}
		
			,
	year={1993}
			12
			
		
	
	,
	note={LIMRA'S Market Facts}

}

@book{b84,
	
	
		,
	title={{Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality}}
		,
	author={{
			ETsoukatos
		} and {
			GKRand
		}}
		
		
			,
	year={2006}
			16
			
		
	

}

@incollection{b85,
	
	
		,
	title={{The nature and determinants of customer expectations of service}}
		,
	author={{
			ValerieAZeithaml
		} and {
			LonardLBerry
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Journal-of-the-Academy-of-Marketing-Science. Winter}}
		
			,
	year={1993}
		
	

}

@book{b86,
	
	
		,
	title={{v21n1}}
				
			
		
	

}

@incollection{b87,
	
	
		,
	title={{An exploratory study of a multi-expectation framework for services}}
		,
	author={{
			JWalker
		} and {
			JBaker
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			14
			5
			
			,
	year={2000}
		
	

}

@incollection{b88,
	
	
		,
	title={{Service quality in the insurance industry: Consumer perceptions versus regulatory perceptions}}
		,
	author={{
			BPWells
		} and {
			MRStafford
		}}
		
	
	
		,
	journal={{Journal of Insurance Regulation}}
		
			13
			
			,
	year={1995}
		
	

}

@incollection{b89,
	
	
		,
	title={{Business-to-business selling determinants of quality}}
		,
	author={{
			KWWestbrook
		} and {
			RMPeterson
		}}
		
	
	
		,
	journal={{Industrial Marketing Management}}
		
			27
			1
			
			,
	year={1998}
		
	

}

@incollection{b90,
	
	
		,
	title={{Developing a scale to measure the perceived quality of internet shopping sites (SITEQUAL)}}
		,
	author={{
			BYoo
		} and {
			NDonthu
		}}
		
	
	
		,
	journal={{Quarterly Journal of Electronic Commerce}}
		
			2
			1
			
			,
	year={2001}
		
	

}

@book{b91,
	
	
		,
	title={{Services Marketing: Integrating Customer Focus Across the Firm}}
		,
	author={{
			VAZeithaml
		} and {
			MJBitner
		}}
		
		
			,
	year={2000}
			,
	publisher={McGraw-Hill}
			,
	address={New York, NY}
		
	

}

@incollection{b92,
	
	
		,
	title={{The nature and determinants of customer expectations of service}}
		,
	author={{
			VAZeithaml
		} and {
			LLBerry
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			21
			1
			
			,
	year={1993}
		
	

}

@book{b93,
	
	
		,
	title={{Delivering Quality Service}}
		,
	author={{
			ValerieAZeithaml
		} and {
			AParasuraman
		} and {
			LeonardLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York, N.Y}
		
	

}