Perceived quality versus quality of processes: a meta concept of service quality measurement
Author:
Publisher
Informa UK Limited
Subject
Management of Technology and Innovation,Strategy and Management
Link
http://www.tandfonline.com/doi/pdf/10.1080/02642069.2011.614337
Reference85 articles.
1. Six sigma for service processes
2. Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints
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4. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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