Developing zones of tolerance for managing passenger rail service quality-Reference-Cited by-同舟云学术

Developing zones of tolerance for managing passenger rail service quality

Published:2007-01-16 Issue:1 Volume:24 Page:7-31
ISSN:0265-671X
Container-title:International Journal of Quality & Reliability Management
language:en
Short-container-title:Int J Qual & Reliability Mgmt

Author:

Cavana Robert Y.,Corbett Lawrence M.,Lo Y.L. (Glenda)

Publisher

Emerald

Subject

Strategy and Management,General Business, Management and Accounting

Reference38 articles.

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5. Brandt, R. (1997), “Satisfaction studies must measure what the customer wants and expects”,Marketing News, Vol. 31 No. 22, p. 17.

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