Changes in physical evidence and the perception of service quality of patients in a hospital facility
M.Comm. === Organisations could previously succeed on the basis of having customers, but now customers are more educated and aware of their rights. This makes them demanding in their service expectations and affect their perceptions of the service rendered. Physical evidence is one of the 7 P’s in m...
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2010
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| Online Access: | http://hdl.handle.net/10210/3441 |