Milwaukee 0757-20 User Manual Page 228

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Van woningverhuurder naar aanbieder van woongenot
218
Bednar D.A., C.A. Reeves (1994) 'Defining Quality: Alternatives and Implications’,
in Acadamy of Management Review, Vol. 19 (3), pp. 419-445.
Beer M., R. Walton, B. Spector (1985) Human Resources Management: a General
Manager’s Perspective – Text and Cases, Free Press, London.
Beltman R., O. Waalewijn, E. Peelen (2001) De Waarheid over CRM, ICSB.
Bentler P.M. (1990) ‘Comparative Fit Indexes in Structural Models’, in
Psychological Bulletin, Vol. 107 (2), pp. 238-246.
Bitner M.J. (1990) ‘Evaluating Service Encounters: The Effects of Physical
Surroundings and Employee Responses’, in Journal of Marketing, Vol. 54 (4), pp.
69-82.
Bitner M.J., A.R. Hubbert (1994) ‘Encounter Satisfaction versus Overall
Satisfaction: The Customer's Voice’, in Service Quality: New Directions in Theory
and Practice, eds. R.T. Rust, R.L. Oliver, Sage Publications, Thousand Oaks, pp.
72-94.
Boekhorst F., J. Smeets (1990) Kwaliteitskenmerken van Woningcomplexen Deel
3: Naar een Kwaliteitsbesturingssysteem in het Kader van Strategisch woning-
beheer, Stichting Interface, Technische Universiteit Eindhoven, Eindhoven.
Bollen K.A. (1989) Structural Equations with Latent Variables, John Wiley & Sons,
New York.
Bolton R.N., J.H. Drew (1991) ‘A Longitudinal Analysis of the Impact of Service
Changes on Customer Attitudes’, in Journal of Marketing, Vol. 55 (1), pp. 1-9.
Boulding W., A. Kalra, R. Staelin, V.A. Zeithaml (1993) ‘A Dynamic Process Model
of Service Quality: From Expectations to Behavioral Intentions’, in Journal of
Marketing Research, Vol. 30, pp. 7-27.
Boumeester H., M. Elsinga, H. Priemus (1998) Woonproducten voor de Toekomst:
Marktperspectieven voor Woningcorporaties, Woningraad Extra Nr. 83, NWR.
Brandt D.R. (1987) ‘A Procedure for Identifying Value-Enhancing Service
Components Using Customer Satisfaction Survey’, in Add value to your Service:
The Key to Success, ed. C. Suprenant, San Diego, AMA, pp. 61-65.
Broeke R.A. van den (1992) Dienstverlening Woningcorporaties en Huurders-
waardering, Delftse Universitaire Pers, Delft.
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