Improving the service quality of telecommunication companies using online customer and employee review analysis
Akhouri Amitanand Sinha, Suchitra Rajendran, Roland Paul Nazareth, Wonjae Lee & Shoriat Ullah
| Year of publication: |
2020
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|---|---|
| Authors: | Sinha, Akhouri Amitanand ; Rajendran, Suchitra ; Nazareth, Roland Paul ; Lee, Wonjae ; Ullah, Shoriat |
| Published in: |
Quality management journal : QMJ. - London : Taylor & Francis Group, ISSN 2575-6222, ZDB-ID 2159832-0. - Vol. 27.2020, 4, p. 182-199
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| Subject: | Define | measure | analyze | improve and control (DMAIC) | online reviews | quality-associated critical managerial insights | strengths | weaknesses | opportunities and threats (SWOT) | voice of customers | voice of employees | Dienstleistungsqualität | Service quality | Telekommunikationssektor | Telecommunications industry | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Virales Marketing | Viral marketing | Qualitätsmanagement | Quality management | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/10686967.2020.1809581 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012309636