Alternative perspectives on service quality and customer satisfaction: the role of BPM
| Year of publication: |
2008
|
|---|---|
| Authors: | Kumar, V. ; Smart, P.A. ; Maddern, H. ; Maull, R.S. |
| Published in: |
International journal of service industry management : IJSIM. - Bradford : Emerald, ZDB-ID 1041356x. - Vol. 19.2008, 2, p. 176-187
|