Mean service metrics : biased quality judgment and the customer-server quality gap
Year of publication: |
2020
|
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Authors: | Batt, Robert J. ; Tong, Jordan D. |
Published in: |
Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 22.2020, 5, p. 975-995
|
Subject: | behavioral operations | service operations | experiments | service quality | cognitive judgment bias | inspection paradox | Dienstleistungsqualität | Service quality | Qualitätsmanagement | Quality management | Systematischer Fehler | Bias | Produktqualität | Product quality | Kognition | Cognition | Experiment | Entscheidung | Decision | Kundenzufriedenheit | Customer satisfaction | Messung | Measurement |
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