Предводителева М. Д., Балаева О. Н. Подходы к управлению качеством услуг: фокус на потребителе // Менеджмент в России и за рубежом. 2005. № 2. С. 90 – 100.

Balaeva О., Predvoditeleva М. The Gap Model, SERVQUAL Instrument and The Zone of Tolerance: Combination, Possibilities and Problems in Use // Proceedings of the 21st Service Workshop. Westminster Service Sector Research Centre, 2007. P. 12 – 24.

Cronin J. J., Taylor S. A. Measuring Service Quality: A Reexamination and Extension // Journal of Marketing. 1993. Vol. 56. Iss. 3. P. 55 – 68.

Gronroos C. A Service Quality Model and Its Marketing Implications // European Journal of Marketing. 1984. Vol. 18. Iss. 4. P. 36 – 44.

Gronroos C. Service Management and Marketing: A Customer Relationship Management Approach. 2nded. JohnWley & Sons, 2000.

Johnston R. The Zone of Tolerance: Exploring the Relationship Between Service Transactions and Satisfaction with the Overall Service Service // International Journal of Service Industry Management. 1995. Vol. 6. No. 2. P. 46 – 61.

Parasuraman A., Berry L. L., Zeithaml V. A. A Conceptual Model of Service Quality and Its Implications for Future Research // Journal of Marketing. 1985. Vol. 49. Iss. 4. P. 41 – 50.

Parasuraman A., Zeithaml V. A., Berry L. L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality // Journal of Retailing. 1988. Vol. 64. No. 1. P. 12 – 40.

Teas R. K. Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment // Journal of Marketing. 1994. Vol. 58. Iss. 1. P. 132 – 139.

Teas R. K. Expectations, Performance Evaluation, and Customers’ Perceptions of Quality // Journal of Marketing. 1993. Vol. 57. Iss. 4. P. 18 – 34.