Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies
In Jae Cho, You Jin Kim and Choonjong Kwak (Department of Business Administration, School of Business, Pusan National University, Geumjeong-fu, Busan, South Korea)
| Year of publication: |
March-April 2016
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|---|---|
| Authors: | Cho, In Jae ; Kim, You Jin ; Kwak, Choonjong |
| Published in: |
Total quality management & business excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 27.2016, 3/4, p. 368-381
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| Subject: | quality function deployment | SERVQUAL | service quality | Fuzzy set theory | service centres | Dienstleistungsqualität | Service quality | Qualitätsmanagement | Quality management | Fuzzy-Set-Theorie | Fuzzy sets | AHP-Verfahren | AHP approach | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2014.997111 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011558687