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Journal Articles
- A conceptual model of service quality and its implications for future researchJournal of Marketing. Fall 1985, Vol. 49 No. 4, pp. 41-50. https://doi.org/10.1177/002224298504900403
- A theory of human motivationPsychological Review, July 1943, Vol. 50, No. 4, pp. 370-396. https://doi.org/10.1037/h0054346
- Service blueprinting: A practical technique for service innovationCalifornia Management Review. Spring 2008, Vol. 50 No. 3, pp. 66-94. https://doi.org/10.2307/41166446