The impact of re-engineering on customer perceptions of service quality : a Telkom case study
M.Comm. === Telkom is currently busy with extensive re-engineering of its customer interface operational structures. The primary goal of this study is to measure the impact of these re-engineering processes on Telkom customers' perceptions of service quality by way of tracking the impact of the...
| Main Author: | |
|---|---|
| Published: |
2012
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10210/5879 |