@incollection{,
	
					
					
					A8FDF5EA0D7B53B8BEE7DBCA85B73F8C
				,
	author={{Maznah WanOmar} and {Mohd IkhmalFadzil} and {Dr. Mohd HafifiMurad} and {Universiti Teknologi MARA Negeri Kedah}},
	journal={{Global Journal of Human Social Sciences}},
	journal={{GJHSS}}2249-460X0975-587X10.34257/GJHSS,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1174751
}

@incollection{b0,
	
	
		,
	title={{Factors constraining the growth and survival of small scale businesses. A developing country analysis}}
		,
	author={{
			SKArinaitwe
		}}
	
	
		,
	journal={{Journal of American Academy of Business}}
		
			8
			2
			
			,
	year={2006}
		
	

}

@book{b1,
	
	
		,
	title={{The role of the environment in marketing services: the consumer perspective}}
		,
	author={{
			JBaker
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			,
	year={1987}
		
	

}

@book{b2,
	
	
		,
	title={{The Services Challenge: Integrating for Competitive Advantage}}
		,
	author={{
			JACzepiel
		} and {
			CACongram
		} and {
			JShanahan
		}}
		
		
		
			,
	publisher={American Marketing Association}
			
			,
	address={Chicago, IL}
		
	

}

@incollection{b3,
	
	
		,
	title={{}}
		
	
	
		,
	journal={{BERNAMA}}
		
			22
			,
	year={2006. 2006}
		
	
	,
	note={July}

}

@incollection{b4,
	
	
		,
	title={{Evaluating service encounters: the effect of physical surrounding on consumers and employees}}
		,
	author={{
			MJBitner
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			54
			2
			
			,
	year={1990}
		
	

}

@incollection{b5,
	
	
		,
	title={{Servicescapes: the impact of physical surrounding on consumers and employees}}
		,
	author={{
			MJBitner
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			
			,
	year={1992. April}
		
	

}

@incollection{b6,
	
	
		,
	title={{Some new thoughts on conceptualizing perceived service quality: a hierarchical approach}}
		,
	author={{
			MKBrady
		} and {
			JJCroninJr
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			
			,
	year={2001. July}
		
	

}

@book{b7,
	
	
		,
	title={{Services attributes: expectations in SERVQUAL?}}
		,
	author={{
			EBridges
		}}
		
			,
	year={1993}
			,
	address={Manchester}
		
		
			University of Manchester
		
	
	,
	note={Working paper No. 294}

}

@incollection{b8,
	
	
		,
	title={{Consumer perceptions of service quality: an assessment of SERVQUAL dimensions}}
		,
	author={{
			JMCarmen
		}}
	
	
		,
	journal={{Journal of Retailing}}
		
			66
			1
			
			,
	year={1990}
		
	

}

@book{b9,
	
	
		,
	title={{Global Journal of Human Social Science Volume XI Issue VII Version I REFERENCES REFERENCES REFERENCIAS}}
		
	

}

@incollection{b10,
	
	
		,
	title={{Managing customer expectations in the service encounter}}
		,
	author={{
			RWCoye
		}}
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			15
			,
	year={2004}
		
	

}

@incollection{b11,
	
	
		,
	title={{SERVPERF versus SERVQUAL: reconciling performance based and perception-minus-expectations measurement of service quality}}
		,
	author={{
			JJCroninJr
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			,
	year={1992}
		
	

}

@incollection{b12,
	
	
		,
	title={{A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study}}
		,
	author={{
			PADabholkar
		} and {
			CDShepherd
		} and {
			DIThorpe
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@incollection{b13,
	
	
		,
	title={{A healthy dose of dow}}
		,
	author={{
			PBDaily
		}}
	
	
		,
	journal={{Restaurants and Institution}}
		
			108
			30
			12
			,
	year={1998}
		
	

}

@book{b14,
	
	
		,
	title={{Report on household expenditure survey Malaysia}}
		
			,
	year={2000. 1998/99. 2006. 2004/2005}
			,
	address={Malaysia; Putrajaya}
		
		
			13. Department of Statistics Malaysia ; Department of Statistics Malaysia, Putrajaya, 14. Department of Statistics Malaysia ; Department of Statistics Malaysia
		
	
	,
	note={Report on Household Expenditure Survey}

}

@incollection{b15,
	
	
		,
	title={{The validation of the generic service quality dimensions an alternative approach}}
		,
	author={{
			YEkinci
		}}
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			8
			,
	year={2001}
		
	

}

@book{b16,
	
	
		,
	title={{Consumer Food Service in Malaysia: Executive Summary. <eo20864foodservicemalaysia}}
		,
	author={{
			EuromonitorInternational
		}}
		
			,
	year={2004}
			26
		
	

}

@incollection{b17,
	
	
		,
	title={{Developing a framework of success Bumiputera entrepreneurs}}
		,
	author={{
			FAbdullah
		} and {
			JHamali
		} and {
			ARDeen
		} and {
			GSaban
		} and {
			AZ AAbdurahman
		}}
		
		
		
		
	
	
		,
	journal={{Journal of Enterprising Communities: People and Places in the Global Economy}}
		
			3
			1
			
			,
	year={2009}
		
	

}

@incollection{b18,
	
	
		,
	title={{Household Expenditure on Food Away from Home by Type of Meal in Malaysia Pertanika}}
		,
	author={{
			NIGazi
		} and {
			SYTai
		} and {
			MR ANik
		} and {
			MNKusairi
		}}
		
		
		
	
	
		,
	journal={{J. Soc. Sci. & Hum}}
		
			18
			2
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	year={2010}
		
	

}

@incollection{b19,
	
	
		,
	title={{Work at leisure and leisure at work: the emotional labor of tour reps}}
		,
	author={{
			YGuerrier
		} and {
			AAdib
		}}
		
	
	
		,
	journal={{Human Relations}}
		
			56
			11
			
			,
	year={2003}
		
	

}

@incollection{b20,
	
	
		,
	title={{A service quality model and its marketing implications}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			18
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			,
	year={1984}
		
	

}

@incollection{b21,
	
	
		,
	title={{Two approaches to service quality dimensions}}
		,
	author={{
			ULehtinen
		} and {
			JPLehtinen
		}}
		
	
	
		,
	journal={{The Services Industries Journal}}
		
			11
			3
			
			,
	year={1991}
		
	

}

@book{b22,
	
	
		,
	title={{Fast Food, Fast Talk, Service Work and the Routinization of Everyday Life}}
		,
	author={{
			RLeidner
		}}
		
			,
	year={1993}
			,
	publisher={University of California Press}
			,
	address={Berkeley, C.A.}
		
	

}

@incollection{b23,
	
	
		,
	title={{A study of patients' expectations and satisfaction in Singapore hospitals}}
		,
	author={{
			PCLim
		} and {
			NK HTang
		}}
		
	
	
		,
	journal={{International Journal of Health Care Quality Assurance}}
		
			13
			7
			
			,
	year={2000}
		
	

}

@incollection{b24,
	
	
		,
	title={{Economic Report}}
	
	
		,
	booktitle={{Ministry of Finance Malaysia}}
				Kuala Lumpur, Malaysia
		
			,
	year={2004. 2004/2005}
		
	

}

@incollection{b25,
	
	
		,
	title={{The dimensions of service quality: the original European perspective revisited}}
		,
	author={{
			GMels
		} and {
			CBoshoff
		} and {
			DNel
		}}
		
		
	
	
		,
	journal={{The Service Industrial Journal}}
		
			17
			1
			
			,
	year={1997}
		
	

}

@incollection{b26,
	
	
		,
	title={{The role of personalization in service encounters}}
		,
	author={{
			BMittal
		} and {
			WMLasser
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			72
			1
			
			,
	year={1996}
		
	

}

@incollection{b27,
	
	
		,
	title={{A cognitive model of the antecedents and consequences of satisfaction decisions}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			17
			
			,
	year={1980}
		
	

}

@book{b28,
	
	
		,
	author={{
			RLOliver
		}}
		,
	title={{Satisfaction -A Behavioral Perspective on the Consumer}}
				Boston, MA
		
			,
	publisher={Irwin McGraw-Hill}
			,
	year={1997}
		
	

}

@incollection{b29,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithmal
		} and {
			LLBerry
		}}
		
		
	
	
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	journal={{Journal of Marketing}}
		
			49
			4
			
			,
	year={1985}
		
	

}

@incollection{b30,
	
	
		,
	title={{SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			1
			
			,
	year={1988}
		
	

}

@incollection{b31,
	
	
		,
	title={{Refinement and reassessment of the SERVQUAL scale}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		} and {
			VAZeithml
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			67
			4
			
			,
	year={1991}
		
	

}

@book{b32,
	
	
		,
	title={{Understanding the Small Business Sector, Routledge}}
		,
	author={{
			DJStorey
		}}
		
			,
	year={1994}
			,
	address={New York, NY}
		
	

}

@incollection{b33,
	
	
		,
	title={{Office of Advocay}}
		
	
	
		,
	journal={{US Small Business Adiministration (SBA)}}
		
			,
	year={2005}
		
		
			SBA Department of Commerce
		
	

}

@incollection{b34,
	
	
		,
	title={{The influence of service quality and patients' emotions on satisfaction}}
		,
	author={{
			MHVinagre
		} and {
			JNeves
		}}
		
	
	
		,
	journal={{International Journal of Health Care Quality Assurance}}
		
			21
			1
			
			,
	year={2007}
		
	

}

@incollection{b35,
	
	
		,
	title={{Consumer perception of price, quality and value: a means-end model and synthesis of evidence}}
		,
	author={{
			Zeithaml
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			52
			
			,
	year={1988}
		
	

}