Evaluation of Service Quality Gaps in Traditional Appliance Retail using Cause-and-Effect Matrix and Service Failure-mode-and-Effect Analysis Techniques with Case Studies
With the advent of the new retail era, the traditional home appliance retail market is at a critical stage of transformation. The practical problem is the lack of understanding the consumers' psychological needs leading to gaps in service quality. In this study, a new service gap index was prop...
Main Authors: | , |
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Format: | Article |
Language: | English |
Published: |
UIKTEN
2020-05-01
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Series: | TEM Journal |
Subjects: | |
Online Access: | http://www.temjournal.com/content/92/TEMJournalMay2020_792_797.pdf |