The service quality factors : satisfaction, dissatisfaction and recovery
Service quality appears to transcend a number of, as yet, only loosely related fields including operations management, service management and consumer behaviour. The intention of the first part of this research was to draw together some parts of these complementary literatures in order to understand...
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University of Warwick
1993
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.359339 |