@incollection{,
	
					
					
					BF01F2AA3C26BDB237B542FABD93B831
				,
	author={{Dr. AjmerSingh} and {Chaudhary Ranbir Singh University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1532936
}

@incollection{b0,
	
	
		,
	title={{An Integrated Model for the Effects of Perceived Product, Perceived Service Quality and Perceived Price Fairness on Consumer Satisfaction and Loyalty}}
		,
	author={{
			-TiBei Lien
		} and {
			Yu-ChingChiao
		}}
		
	
	
		,
	journal={{Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior}}
		
			14
			,
	year={2001}
		
	

}

@incollection{b1,
	
	
		,
	title={{A Multistage Model of Customers Assessment of Service Quality and Value}}
		,
	author={{
			RNBolton
		} and {
			J HDrew
		}}
		
	
	
		,
	journal={{Journal of Consumer Research}}
		
			17
			
			,
	year={1991}
		
	

}

@incollection{b2,
	
	
		,
	title={{A Gap Analysis of Professional Service Quality}}
		,
	author={{
			SWBrown
		} and {
			TASwartz
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			53
			1
			
			,
	year={1989}
		
	

}

@incollection{b3,
	
	
		,
	title={{Customer Retention as a Competitive Weapon}}
		,
	author={{
			PDawkins
		} and {
			FReichheld
		}}
		
	
	
		,
	journal={{Directors and Boards}}
		
			14
			
			,
	year={1990}
		
	

}

@incollection{b4,
	
	
		,
	title={{A Measure of Service Quality for Retail Stores: Scale Development and Validation}}
		,
	author={{
			PratibhaADhabolkar
		} and {
			ThorpeDayle
		} and {
			Joseph
		} and {
			ORentz
		}}
		
		
		
	
	
		,
	journal={{Journal of Academy of Marketing Science}}
		
			24
			1
			
			,
	year={1996}
		
	

}

@incollection{b5,
	
	
		,
	title={{A National Customer Satisfaction Barometer: The Swedish Experience}}
		,
	author={{
			CFornell
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			1
			
			,
	year={1992}
		
	

}

@incollection{b6,
	
	
		,
	title={{A Means-End Chain model based on consumer categorization processes}}
		,
	author={{
			JonathanGutman
		}}
	
	
		,
	journal={{Journal of marketing}}
		
			46
			2
			
			,
	year={1982}
		
	

}

@book{b7,
	
	
		,
	title={{}}
		,
	author={{
			AGhobadian
		} and {
			SSpeller
		} and {
			MJones
		}}
		
		
		
			,
	year={1993}
		
	

}

@incollection{b8,
	
	
		,
	title={{Service Quality: Concepts and Models}}
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			11
			9
			
		
	

}

@incollection{b9,
	
	
		,
	title={{Service Quality: Perceived Value, Expectations, Shortfalls and Bonuses}}
		,
	author={{
			JCGroth
		} and {
			RTDye
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			9
			4
			
			,
	year={1999}
		
	

}

@incollection{b10,
	
	
		,
	title={{A Framework for Comparing Customer Satisfaction across Individuals and Product Categories}}
		,
	author={{
			M DJohnson
		} and {
			CFornell
		}}
		
	
	
		,
	journal={{Journal of Economic Psychology}}
		
			12
			2
			
			,
	year={1991}
		
	

}

@incollection{b11,
	
	
		,
	title={{Impact of Malls on Small Shops and Hawkers}}
		,
	author={{
			AnuradhaKalhan
		}}
	
	
		,
	journal={{Economic and Political Weekly}}
		
			
			,
	year={2007. June, 2007}
		
	

}

@book{b12,
	
	
		,
	title={{The illusion of India}}
		,
	author={{
			VandanaMaithani
		}}
		
			,
	year={2009}
			
		
	
	,
	note={Indian Retail Report}

}

@book{b13,
	
	
		,
	title={{Marketing Research; an Applied Orientation}}
		,
	author={{
			KMalhotra
		} and {
			Naresh
		}}
		
		
			,
	year={2007}
			,
	publisher={Prentice Hall of India}
		
	
	,
	note={5th Ed}

}

@incollection{b14,
	
	
		,
	title={{A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			17
			4
			
			,
	year={1980}
		
	

}

@incollection{b15,
	
	
		,
	title={{A Conceptual Model of Service Quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			Berry
		} and {
			LLeonard
		} and {
			ValarieZeithaml
		} and {
			A
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1985}
		
	

}

@incollection{b16,
	
	
		,
	title={{SERVQUAL: A multi-item scale for measuring customer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			Berry
		} and {
			LLeonard
		} and {
			ValarieZeithaml
		} and {
			A
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			1
			
			,
	year={1988}
		
	

}

@incollection{b17,
	
	
		,
	title={{Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b18,
	
	
		,
	title={{SERVQUAL: A Multiple Item Scale for Measuring Customer Perception of Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			spring
			
			,
	year={1988}
		
	

}

@incollection{b19,
	
	
		,
	title={{Zero Defections: Quality Comes to Services}}
		,
	author={{
			FFReichheld
		} and {
			WESasser
		}}
		
	
	
		,
	journal={{Harvard Business Review}}
		
			68
			
			,
	year={1990. September-October}
		
	

}

@incollection{b20,
	
	
		,
	title={{Rediscovering Satisfaction}}
		,
	author={{
			FournierSusan
		} and {
			DavidGlenMick
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			63
			4
			
			,
	year={1999}
		
	

}

@book{b21,
	
	
		,
	title={{}}
		,
	author={{
			FrederickReichheld
		} and {
			WSasserJr
		} and {
			Earl
		}}
		
		
		
			,
	year={1990}
		
	

}

@incollection{b22,
	
	
		,
	title={{Zero Defections: Quality comes to services}}
	
	
		,
	journal={{Harvard Business Review}}
		
			68
			
			,
	year={September/October)}
		
	

}

@book{b23,
	
	
		,
	title={{Laddering: extending the repertory grid methodology to construct attribute-consequencevalue hierarchies. Personal Values and Consumer Psychology}}
		,
	author={{
			ThomasJReynolds
		} and {
			JonathonGutman
		}}
		
		
			,
	year={1984}
			,
	address={Pitts, Robert, E and Woodside, Arch G., Lexington Books}
		
	

}

@incollection{b24,
	
	
		,
	title={{A Critical Review of Customer Satisfaction}}
		,
	author={{
			YYi
		}}
	
	
		,
	booktitle={{Review of Marketing}}
				,
	editor={
			VAZeithaml
		}
		
			,
	publisher={American Marketing Association}
			,
	year={1991. 1990}
			
		
	

}

@incollection{b25,
	
	
		,
	title={{Impact of Perceived Service Quality on Customer Loyalty Intentions in Retail Outlets}}
		,
	author={{
			SinghAjmer
		}}
	
	
		,
	journal={{European Journal of Business Management}}
		
			4
			21
			
			,
	year={2012}
		
	

}

@incollection{b26,
	
	
		,
	title={{Relationship between Service Quality and Customer Satisfaction in Organized Retail Outlets}}
		,
	author={{
			SinghAjmer
		}}
	
	
		,
	journal={{Developing Country Studies}}
		
			3
			1
			
			,
	year={2013}
		
	

}