??/?? - ?????- ??????

64(1), 12-40.
43. Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988b). SERVQUAL: a multiple-
item scale for measuring consumer perceptions of service quality. Journal of Retailing,
64, 12-40.
44. Price, L. L. & Arnould, E. J. (1999). Commercial friendships: Service provider-client
relationships in context. Journal of Marketing, 63, 38-56.
45. Richardson, J. T. & King, E. (1998). Adult students in higher education: Burden or
boom? Journal of Higher Education, 69(1), 65-68.
46. Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in
consumer services: An empirical study. European Journal of Marketing, 37(1/2),
169-196.
47. Sampson, S.E. & Showalter, M.J. (1999). The performance-importance response
function: Observations and implications. The Service Industries Journal, 19(3), 1-25.
48. Stern, B.B. (1997). Advertising intimacy: relationship marketing and the services
consumer. Journal of Advertising, 4, 7-19.
49. Wilson, R. (1998). Report blasts research universities for poor teaching of
undergraduates. Chronicle of Higher Education, 44(33), A12-A13.
50. Wong, A. & Sohal, A. (2002). An examination of the relationship between trust,
commitment and relationship quality. International Journal of Retail & Distribution
Management, 30(1), 34-50.
51. Zeithaml, V. A., Berry, L. & Parasuraman, A. (1996). The behavior consequences of
service quality. Journal of Marketing, 60(2), 31-46.
100