Chee-Chuong Sum, Yang-Sang Lee, Julie M. Hays, Arthur V. Hill. Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE). Decision Sciences, 33(3):347-384, 2002. [doi]
@article{SumLHH02,
title = {Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)},
author = {Chee-Chuong Sum and Yang-Sang Lee and Julie M. Hays and Arthur V. Hill},
year = {2002},
doi = {10.1111/j.1540-5915.2002.tb01648.x},
url = {http://dx.doi.org/10.1111/j.1540-5915.2002.tb01648.x},
researchr = {https://researchr.org/publication/SumLHH02},
cites = {0},
citedby = {0},
journal = {Decision Sciences},
volume = {33},
number = {3},
pages = {347-384},
}