References
ALI, A., y SESHADRI, S. (1993). «Customer perception and competitive quality strategy». Managerial and Decision Economics, 12, pp. 235-246.
ATO, M., y LÓPEZ, J. J. (1996). Análisis estadístico para datos categóricos. Madrid, Síntesis.
BABAKUS, E., y BOLLER, G. W. (1992). «An empirical assessment of the SERVQUAL scale». Journal of Business Research, 24, pp. 253-268.
BABAKUS, E., y MANGOLD, D. W. G. (1992). «Adapting the SERVQUAL Scale to Hospital Services: and Empirical Investigating». Health Services Research, 26 (6), pp. 767-786.
BARRETT, P. T. (2005). «What if there were no psychometrics? Commentary on Robert McGrath’s «Constructs, complexity, and measurement» target article». Journal of Personality Assessment, 85 (2), pp. 134-140.
BERGKVIST, L., y ROSSITER, J. R. (2007). «The predictive validity of multiple-item vs single item measures of the same construct». Journal of Marketing Research, 44 (2), Mayo, pp. 175-184.
BITNER, M. J., y HUBBERT, A. R. (1994). «Encounter Satisfaction versus Overall Satisfaction versus Quality». En R. T. Rust, & R. L. Oliver, (Eds.), Service Quality: New Directions in Theory and Practice (pp. 72-94). Thousand Oaks, CA: Sage Publications.
BOULDING, W., KALRA, A., STAELIN, A., y ZEITHAML, V. A. (1993). «A Dynamic Process Model of Service Quality: From Expectations to Behavioural Intentions». Journal of Marketing Research, 30 (February), pp. 7-27.
BOLTON, R., y DREW, J. (1991). «A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes». Journal of Marketing, 55 (January), pp. 1-9.
BRADY, M. K., y CRONIN, J. J. (2001). «Some new thoughts on conceptualizing perceived service quality: a hierarchical approach». Journal of Marketing, 5, pp. 34-49.
BRADY, M. K., CRONIN, J. J., y Brand, R. R. (2002). «Performance-Only Measurement of Service Quality: A Replication and Extension». Journal of Business Research, 55, pp. 17-31.
BROWN, S. W., CHURCHILL, G., y PETER, J. P. (1993). «Improving the Measurement of Service Quality». Journal of Retailing. 69 (1), pp. 127-139.
BUTTE, F. (1996). «SERVQUAL: review, critique, research agenda». European Journal of Marketing, 30 (1), pp. 8-25.
CAMISÓN, C. (1996). «La Calidad como Factor de Competitividad en Turismo: Análisis del Caso Español». Información Comercial Española, 749 (Enero), pp. 99-122.
CARMAN J. (1990). «Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions». Journal of Retailing, 66, pp. 33-35.
COENDERS, G., y SARIS, W. E. (1995). «Categorization and Measurement Quality. The Choice Between Pearson and Polychoric Correlations». En Saris, W. E. y Münnich, Á. (Eds.) The Multitrait-Multimethod Approach to Evaluate Measurement Instruments (pp. 125-144). Budapest, Eötvös University Press.
COHEN, J. (1990). «Things I Have Learned (so far) ». American Psychologist, 49 (12), pp. 997-1003.
COHEN, J. (1988). Statistical power analysis for the behavioural sciences (2ª ed.). Hillsdale, N. J.: Erlbaum.
COHEN, P., COHEN, J., AIKEN, L., y WEST, S. (1999). «The problem of units and the circumstance for POMP». Multivariate Behavioral Research, 34 (3), pp. 315-346.
CRONIN, J. J., BRADY, M. K., y HULT, G. T. M. (2000). «Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service environments». Journal of Retailing, 76 (2), pp. 193-218.
CRONIN, J., y TAYLOR, S. (1992). «Measuring Service Quality: a Rexamination and Extension». Journal of Marketing, July, pp. 55-68.
DABHOLKAR, P. A., THORPE, D. I., y RENTZ, J. O. (1996). «A measure of service quality for retail stores: Scale development and validation». Journal of the Academy of Marketing Science, 24(1), pp. 3-16.
DEVLIN, S. J., y DONG, H. K. (1994). «Service Quality from the Customers’ Perspective». Marketing Research, 6 (1), pp. 4-10.
GOLLOB, H. F. y REICHARDT, C. S. (1991). «Interpreting and estimating indirect effects assuming time lags really matter». En L. M. Collins y Horn, J. L. (Eds.), Best methods for the analysis of change: Recent advances, unanswered questions, future directions (pp. 243-259). Washington, DC: American Psychological Association.
GRÖNROOS C. (1994). Marketing y Gestión de Servicios: la Gestión de los momentos de la verdad y la competencia en los servicios. Madrid: Díaz de Santos.
GRÖNROOS, C. (1984). «A service quality model and its marketing implications». European Journal of Marketing, 18 (4), pp. 36-44.
HARLOW, L. L., MULAIK, S. A., y STEIGER, J. H. (1997). What if there were no significance tests?. Hillsdale: Lawrence Erlbaum.
HAYDUK, L. A. (1996). LISREL Issues, Debates and Strategies. Baltimore, MD.: Johns Hopkins University Press.
HAYDUK, L. A., y GLASER, D. N. (2000). «Jiving the four-step, waltzing around factor analysis, and other serious fun». Structural Equation Modeling, 7, pp. 1-35.
JÖRESKOG, K. G. y SÖRBOM, D. (2001). LISREL 8.50. Chicago: Scietifi c Software International.
JOHNS, N, AVCI, T., y KARATEPE, O. (2004). «Measuring Service Quality of Travel Agents: Evidence from Northern Cyprus». The Service Industries Journal, 24 (3), pp. 82-100.
MARKWICK, N., y FILL, C. (1997). «Towards a framework for managing corporate identity». European Journal of Marketing, 31 (5/6), pp. 396-409.
MARTÍNEZ, J. A. y MARTÍNEZ, L. (2008). «Conceptualizing and measuring service quality; Some insights into an ongoing debate». Journal of Retailing and Consumer Services. Bajo revisión.
MARTÍNEZ, L. y MARTÍNEZ, J. A. (2009). «Does ISO 9000 certifi cation affect consumer perceptions of the service provider? ». Managing Service Quality, 19 (2), pp. 140-161.
MITRA, D., y GOLDER, P. N. (2006). «How does objective quality affect perceived quality? Short-term effects, long-term effects, and asymmetries». Marketing Science, 25, pp 230-247.
MCDOUGALL, G. H., y LEVESQUE, T. J. (1994). «A revised view of service quality dimensions: an empirical investigation». Journal of Professional Service Marketing, 11 (1), pp. 189-209.
MITTAL, V., ROSS JR., W. T., y BALDASER, P. M. (1998). «The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions». Journal of Marketing, 62 (January), pp. 33-47.
MULAIK, S. A., y MILLSAP, R. E. (2000). «Doing the four-step right». Structural Equation Modeling, 7, pp. 36-73.
NAZ, R. (1996). «Experiencia Española en la Aplicación de las Normas ISO de la Serie 9000». Información Comercial Española (ICE), 724 (Diciembre).
PARASURAMAN, A., ZEITHAML, V., y BERRY, L. (1988). «Servqual: A Multiple-Item Scale for measuring Consumer Perceptions of Service Quality». Journal of Retailing, 64 (1), pp. 12-40.
PARASURAMAN, A., ZEITHAML, V., y BERRY, L. (1985). «A Conceptual Model of Service Qua lity and its Implications for Future Research». Journal of Marketing, 49 (Fall), pp. 41-50.
PARASURAMAN, A., ZEITHAML, V., y BERRY, L. (1994). «Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria». Journal of Retailing, 70 (3), pp. 193-194.
PARDO, A., RUIZ, M. A., y SAN MARTÍN, R. (2007). «Cómo ajustar e interpretar modelos multinivel con SPSS». Psicothema, 18 (2), pp. 308-321.
REE, M. C. y CARRETA, T. R (2006). «The role of measurement error in familiar statistics». Organizational Research Methods, 9 (1), pp. 99-112.
RUST, R. T., y OLIVER, R. L. (1994). «Service quality: insights and managerial implications from the frontier». En Rust, R.T. y Oliver, R.L. (Eds.), Service Quality: New Directions in Theory and Practice (pp. 1-19). Thousand Oaks, Ca: Sage Publications.
RYAN, C., y CLIFF, A. (1997). «Do Travel Agents Measure Up Customer Expectation? An Empirical Investigation of Travel Agencies Service Quality As Measured By Servqual». Journal of Travel and Tourism Marketing, 6 (2), pp. 1-31.
RUST, R. T., INMAN, J. J., JIA, J., y ZAHORIK, A. (1999). «What you don’t know about customer-perceived service quality: The role of customer expectations distributions». Marketing Science, 18 (1), pp. 77-92.
SCHARITZER, D., y KORUNKA, C. (2000). «New Public Management: Evaluating the Success of Total Quality Management and Change Management Interventions in Public Services from the Employees’ and Customers’ Perspectives». Total Quality Management, 11 (September), pp. 941-954.
SHIV, B., CARMON, Z., y ARICLY, D. (2005). «Placebo effects of marketing actions: consumers may get what they pay for». Journal of Marketing Research, 42 (November), pp. 383-393.
STEIGER, J. H. (2004). «Beyond the F-test: Effect Size Confi dence Intervals and Tests of Close Fit in the Analysis of Variance and Contrast Analysis». Psychological Methods, 9, pp. 164-182.
SURESHGHANDAR G. S., CHANDRASEKHARAN R., y ANANTHARAMAN R. N. (2002). «The Relationship between Management’s Perception of Total Quality Service and Customer Perceptions of Service Quality». Total Quality Management, 13 (1), pp. 69-88.
TEAS, R. (1993). «Expectations, performance evaluation, and consumer’s perceptions of quality». Journal of Marketing, 57, pp. 18-34.
TEAS, R. (1994). «Expectations as a Comparison Standard in Measuring Service Quality: An Asses ment of a Reassessment». Journal of Marketing, 58 (January), pp. 132-139.
VERMUNT, J. K. y MAGIDSON, J. (2005). Latent GOLD 4.0 User’s Guide. Belmont, Massachusetts: Statistical Innovations Inc.