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The Library
Bibliography
## Timeline
1999
Principles of Service Marketing and Management, Christopher Lovelock & Lauren Wright
SERVQUAL
Parents
# Key Concepts
Principles of Service Marketing and Management, Christopher Lovelock & Lauren Wright
Service Management Operations, Strategy & IT, James and Mona Fitzsimmons
Children
2. Conceptual Framework of the Book: The Gaps Model of Service Quality
Jumps
SERVQUAL