@article{parasuraman1985,
  title={A Conceptual Model of Service Quality and Its Implications for Future Research},
  author={A. Parasuraman and Valarie A. Zeithaml and Leonard L. Berry},
  year={1985},
  journal={Journal of Marketing},
  doi={10.2307/1251430},
  url={https://doi.org/10.2307/1251430}
}