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University.

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in a travel related company” Unpublished Thesis for the degree of PhD, California School of

Professional Psychology-Los Angeles.

Hays, J. M. (2000) “The impact of service guarantees on service quality, customer

satisfaction/loyalty and firm performance” Unpublished Thesis for the degree of PhD,

University of Minnesota.

Jasfar, F. (2001) “Mediating effects of consumer trust, consumer commitment and customer

satisfaction, in buyer-seller relationships: An investigation of auto service centres in

Indonesia” Unpublished Thesis for the degree of DBA, Nova Southeastern University.

Kaushik, N. (2009) “Customer Satisfaction in Indian Aviation Sector: An Analytical Study”

Unpublished Thesis for the degree of PhD, Maharshi Dayanand University, Rohtak.

Kerlin, C. A. (2000) “Measuring student satisfaction with the service processes of selected

student educational support services at Everett Community College (Washington)”

Unpublished Thesis for the degree of EdD, Oregon State University.

Kim, H. J. (2001) “Impact of employee service orientation on service quality in the restaurant

business” Unpublished Thesis for the degree of PhD, Kansas State University.

Maloles, C. M. III (1997) “The determinants of customer retention” Unpublished Thesis for

the degree of PhD, City University of New York.

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orientation to service quality and customer satisfaction” Unpublished Thesis for the degree of

PhD, Tulane University.

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with lodging services: EDM, SERVQUAL and SERVPERF” Unpublished Thesis for the

degree of PhD, The Pennsylvania State University.

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degree of DR, Universiteit Twente (The Netherlands).

Rushchano, K. (1997) “The relationship between telephone service quality and customer

satisfaction: A comparison of United States and Thai corporate consumers” Unpublished

Thesis for the degree of DBA, United States International University.

Tsikriktsis, N. (2000) “Service Quality: profitability, learning and variation reduction. Three

longitudinal investigations in the United States domestic airline industry” Unpublished Thesis

for the degree of DBA, Boston University.

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Unpublished Thesis for the degree of DBA, Mississippi State University.

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