Two sides of the same story: Measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument
Author:
Publisher
Informa UK Limited
Subject
General Business, Management and Accounting
Link
https://www.tandfonline.com/doi/pdf/10.1080/09544129610504
Reference24 articles.
1. Orthogonal Main-Effect Plans for Asymmetrical Factorial Experiments
2. An empirical assessment of the SERVQUAL scale
3. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
4. Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
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