@article{cdb1e6775916446ea86d8ed70b76b175,
title = "Determinants of service quality and satisfaction in the auto casualty claims process",
keywords = "Customer satisfaction, Insurance companies, Motor industry, Organizational performance, Service quality, Services marketing",
author = "\{Royne Stafford\}, Marla and Stafford, \{Thomas F.\} and Wells, \{Brenda P.\}",
year = "1998",
month = dec,
day = "1",
doi = "10.1108/08876049810242687",
language = "English",
volume = "12",
pages = "426--440",
journal = "Journal of Services Marketing",
issn = "0887-6045",
number = "6",
}