@article{RanjanSugathanRossmann2015,
  author    = {Kumar Rakesh Ranjan and Praveen Sugathan and Alexander Rossmann},
  title     = {A narrative review and meta-analysis of service interaction quality : new research directions and implications},
  journal   = {Journal of services marketing},
  volume    = {29},
  number    = {1},
  pages     = {3 -- 14},
  doi       = {10.1108/JSM-01-2014-0029},
  year        = {2015},
}