Using service gaps to classify quality attributes
Purpose – This paper aims to explore the relationship between the students' perceptions of service performance and the service gaps. The main objective is to investigate whether the relationship can be used for the mapping of quality attributes into four service quality factors. Design/me...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
Emerald Group Publishing Limited
2011
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| Online Access: | http://library.oum.edu.my/repository/532/ |
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