@incollection{,
	
					
					
					181AB77275A7751FBD6E36B4D154ACA0
				,
	author={{Mohammad FotouhiArdakani} and {Islamic Azad University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1591522
}

@incollection{b0,
	
	
		,
	title={{An empirical assessment of the SERVQUAL scale}}
		,
	author={{
			EAbakus
		} and {
			GWBoller
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			24
			3
			
			,
	year={1992}
		
	

}

@incollection{b1,
	
	
		,
	title={{An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking}}
		,
	author={{
			MAmin
		} and {
			ZIsa
		}}
		
	
	
		,
	journal={{International Journal of Islamic and Middle Eastern Finance and Management}}
		
			1
			
			,
	year={2008}
		
	

}

@book{b2,
	
	
		,
	author={{
			GArmstrong
		} and {
			PKotler
		}}
		
		,
	title={{Principles of Marketing}}
				India
		
			,
	publisher={Prentice Hall}
			,
	year={1996}
		
	
	,
	note={Seventh edition}

}

@incollection{b3,
	
	
		,
	title={{An empirical assessment of the SERVQUAL scale}}
		,
	author={{
			EBabakus
		} and {
			GWBoller
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			24
			
			,
	year={1992}
		
	

}

@book{b4,
	
	
		,
	title={{Service Marketing}}
		,
	author={{
			MJBitner
		} and {
			VAZeithaml
		}}
		
		
			,
	year={2003}
			,
	publisher={Tata MC Graw Hill}
			,
	address={New Delhi}
		
	

}

@incollection{b5,
	
	
		,
	title={{Measuring service quality in the car service industry: Building and testing and instrument}}
		,
	author={{
			MBouman
		} and {
			WTVan Der
		}}
		
	
	
		,
	journal={{Journal of Service Industry Management}}
		
			3
			4
			
			,
	year={1992}
		
	

}

@incollection{b6,
	
	
		,
	title={{Customer satisfaction, corporate image, and service quality in professional services}}
		,
	author={{
			MCameran
		} and {
			PMoizer
		} and {
			APettinicchio
		}}
		
		
	
	
		,
	journal={{The Service Industries Journal}}
		
			30
			
			,
	year={2010}
		
	

}

@incollection{b7,
	
	
		,
	title={{Measuring perceived service quality in urgent transport service}}
		,
	author={{
			LMCaro
		} and {
			JA MGarcia
		}}
		
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			14
			
			,
	year={2007}
		
	

}

@incollection{b8,
	
	
		,
	title={{Service quality, trust, commitment and service differentiation in business relationships}}
		,
	author={{
			PChenet
		} and {
			TSDagger
		} and {
			DSullivan
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			24
			
			,
	year={2010}
		
	

}

@incollection{b9,
	
	
		,
	title={{Measuring service quality: A re-examination and extension}}
		,
	author={{
			JJCroninJr
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			
			,
	year={1992}
		
	

}

@incollection{b10,
	
	
		,
	title={{A measure of service quality for retail stores: Scale development and validation}}
		,
	author={{
			PADabholkar
		} and {
			ITDayle
		} and {
			ORJoseph
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			24
			1
			
			,
	year={1996}
		
	

}

@incollection{b11,
	
	
		,
	title={{A measure of service quality for retail stores: Scale development and validation}}
		,
	author={{
			PADabholkar
		} and {
			ITDayle
		} and {
			ORJoseph
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			24
			
			,
	year={1996}
		
	

}

@incollection{b12,
	
	
		,
	title={{Retail service quality in context of CIS countries}}
		,
	author={{
			ADas
		} and {
			VKumar
		} and {
			GCSaha
		}}
		
		
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			27
			
			,
	year={2010}
		
	

}

@incollection{b13,
	
	
		,
	title={{An evaluation of the SERVQUAL scales in a retailing setting}}
		,
	author={{
			DWFinn
		} and {
			WLCharles
		}}
		
	
	
		,
	booktitle={{Advances in Consumer Research}}
				
			,
	year={1991}
			18
			
		
	

}

@incollection{b14,
	
	
		,
	title={{Generic technology-based service quality dimensions in banking: Impact on customer satisfaction and loyalty}}
		,
	author={{
			ShirshenduGanguli
		} and {
			SanjitRoy
		} and {
			Kumar
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			29
			2
			
			,
	year={2011}
		
	

}

@incollection{b15,
	
	
		,
	title={{Defining Customer Satisfaction}}
		,
	author={{
			JLGiese
		} and {
			JACote
		}}
		
	
	
		,
	journal={{Academy of Marketing Science Review}}
		
			,
	year={2000}
		
	

}

@incollection{b16,
	
	
		,
	title={{Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting}}
		,
	author={{
			DJani
		} and {
			HHan
		}}
		
	
	
		,
	journal={{International Journal of Contemporary Hospitality Management}}
		
			23
			
			,
	year={2008}
		
	

}

@incollection{b17,
	
	
		,
	title={{Understanding the consequences of information systems service quality on IS service reuse}}
		,
	author={{
			WJKettinger
		} and {
			SHPark
		} and {
			Smith
		}}
		
		
	
	
		,
	journal={{Information and Management}}
		
			46
			
			,
	year={2009}
		
	

}

@incollection{b18,
	
	
		,
	title={{An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model}}
		,
	author={{
			TGKim
		} and {
			JHLee
		} and {
			RLaw
		}}
		
		
	
	
		,
	journal={{Tourism Management}}
		
			29
			
			,
	year={2008}
		
	

}

@incollection{b19,
	
	
		,
	title={{The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services}}
		,
	author={{
			YFKuo
		} and {
			CMWu
		} and {
			WJDeng
		}}
		
		
	
	
		,
	journal={{Computers in Human Behavior}}
		
			25
			
			,
	year={2009}
		
	

}

@incollection{b20,
	
	
		,
	title={{Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry}}
		,
	author={{
			RLadhari
		}}
	
	
		,
	journal={{Managing Service Quality}}
		
			19
			3
			
			,
	year={2009}
		
	

}

@incollection{b21,
	
	
		,
	title={{Retail service quality as a key activator of grocery store loyalty}}
		,
	author={{
			EMartinelli
		} and {
			BBalboni
		}}
		
	
	
		,
	journal={{The Service Industries Journal}}
		
			32
			
			,
	year={2012}
		
	

}

@incollection{b22,
	
	
		,
	title={{Service quality in retailing: Relative efficiency of alternative measurement scales for different product-service environment}}
		,
	author={{
			SCMehta
		} and {
			AKLalwani
		} and {
			SLHan
		}}
		
		
	
	
		,
	journal={{International Journal of Retail & Distribution Management}}
		
			28
			2
			
			,
	year={2000}
		
	

}

@incollection{b23,
	
	
		,
	title={{Why service recovery fails: Tensions among customer, employee, and process perspectives}}
		,
	author={{
			SMichel
		} and {
			DBowen
		} and {
			RJohnston
		}}
		
		
	
	
		,
	journal={{Journal of Service Management}}
		
			20
			
			,
	year={2009}
		
	

}

@incollection{b24,
	
	
		,
	title={{A Study of Influencing Factors of Customer Relate Ship Management On Business Performance In Small And Medium Business (SMEs), international Journal of Academic Research in Accounting}}
	
	
		,
	journal={{Finance and Management Sciences}}
		,
	editor={Mozaheb, Amir. Alamolhodaei, Sayyed Mohammad Ali. Fotouhi Ardakani, Mohammad}
		2225-8329
		
			5
			2
			
			,
	year={2015}
		
	

}

@incollection{b25,
	
	
		,
	title={{Service quality and its impact on customer satisfaction in Indian hospitals: perspectives of patients and their attendants}}
		,
	author={{
			PPadma
		} and {
			CRajendran
		} and {
			PSLokachari
		}}
		
		
	
	
		,
	journal={{Benchmarking: An International Journal}}
		
			17
			
			,
	year={2010}
		
	

}

@incollection{b26,
	
	
		,
	title={{Service quality and its impact on customer satisfaction in Indian hospitals: perspectives of patients and their attendants}}
		,
	author={{
			PPadma
		} and {
			CRajendran
		} and {
			PSLokachari
		}}
		
		
	
	
		,
	journal={{Benchmarking: An International Journal}}
		
			17
			
			,
	year={2010}
		
	

}

@incollection{b27,
	
	
		,
	title={{E-S-QUAL, A Multiple-Item Scale for Assessing Electronic Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			VZeithaml
		} and {
			AMalhotra
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			7
			3
			
			,
	year={2005}
		
	

}

@incollection{b28,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			4
			
			,
	year={1985}
		
	

}

@incollection{b29,
	
	
		,
	title={{Service quality, customer satisfaction, and behavioral intentions in fast-food restaurants}}
		,
	author={{
			HQin
		} and {
			VRPrybutok
		}}
		
	
	
		,
	journal={{International Journal of Quality and Service Sciences}}
		
			1
			
			,
	year={2009}
		
	

}

@incollection{b30,
	
	
		,
	title={{A basic model of electronic commerce adoption barriers: A study of regional small businesses in Sweden and Australia}}
		,
	author={{
			CRobert
		} and {
			LejlaMacgregor
		} and {
			Vrazalic
		}}
		
		
	
	
		,
	journal={{Journal of Small Business and Enterprise Development}}
		
			12
			4
			
			,
	year={2005}
		
	

}

@incollection{b31,
	
	
		,
	title={{E-service quality: a model of virtual service quality dimensions}}
		,
	author={{
			JSantos
		}}
	
	
		,
	journal={{MSQ}}
		
			13
			3
			
			,
	year={2003}
		
	

}

@incollection{b32,
	
	
		,
	title={{Leadership and service quality in higher education: the case of the Technological Educational Institute of Larissa}}
		,
	author={{
			PTrivellas
		} and {
			DDargenidou
		}}
		
	
	
		,
	journal={{International Journal Quality Service Science}}
		
			1
			
			,
	year={2009}
		
	

}

@incollection{b33,
	
	
		,
	title={{Relationship quality evaluation in retailers' relationships with consumers}}
		,
	author={{
			PVesel
		} and {
			VZabkar
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			44
			
			,
	year={2010}
		
	

}

@incollection{b34,
	
	
		,
	title={{Relationship quality evaluation in retailers' relationships with consumers}}
		,
	author={{
			PVesel
		} and {
			VZabkar
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			44
			
			,
	year={2010}
		
	

}

@incollection{b35,
	
	
		,
	title={{Customer satisfaction and business performance: a firm-level analysis}}
		,
	author={{
			PWilliams
		} and {
			ENaumann
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			25
			
			,
	year={2011}
		
	

}

@incollection{b36,
	
	
		,
	title={{An empirical assessment and application of SERVQUAL in a Mainland Chinese department store}}
		,
	author={{
			XZhaou
		} and {
			CBai
		} and {
			YVHui
		}}
		
		
	
	
		,
	journal={{Total Quality Management}}
		
			13
			
			,
	year={2002}
		
	

}