An analysis of patients' expectations and perceptions of orthodontic dental service quality

The Gap Theory of Parasuraman et al. (1985) defines service quality as 'a function of the gaps between the service expectations of consumers (patients) and their service perceptions'. Since reducing these gaps must comprise the principal targets of any form of strategic marketing, this pil...

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Bibliographic Details
Main Author: Suzuki, Jonathan P.
Published: 2007
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