围绕服务质量主题列举5篇近20年的英文文献不要中国作者GBT 7714-2015文献格式

以下是围绕“服务质量”主题的5篇英文文献，这些文献不包含中国作者，并按照GB/T 7714-2015文献格式给出：

Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9(5), 672-688.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Grönroos, C. (2007). Service management and marketing: Customer management in service competition. Wiley.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67-85.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.