Service quality: a tutorial
Author:
Publisher
Wiley
Subject
Industrial and Manufacturing Engineering,Management Science and Operations Research,Strategy and Management
Link
http://onlinelibrary.wiley.com/wol1/doi/10.1016/S0272-6963(97)00026-0/fullpdf
Reference18 articles.
1. Improving service quality in America: lessons learned;Berry;Acad. Manage. Executive,1994
2. Make your service fail-safe;Chase;Sloan Manage. Rev.,1994
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