Alternative perspectives on service quality and customer satisfaction: the role of BPM
Author:
Publisher
Emerald
Subject
Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting
Reference40 articles.
1. Business process management a mandatory approach
2. Strengthening the Satisfaction-Profit Chain
3. Strategic Business Process Management for Organisational Effectiveness
4. Communication and Control Processes in the Delivery of Service Quality
5. SERVQUAL: review, critique, research agenda
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