Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies
For companies to be able to succeed in sales, it is necessary to provide quality services, and to achieve that it is extremely important to meet the expectations of its consumers. The SERVQUAL tool allows for the analysis of what the customer expects of a certain type of service and what, in fact, t...
|Main Authors:||, , ,|
Universidade Estadual Paulista
|Series:||GEPROS: Gestão da Produção, Operações e Sistemas|