Mean service metrics : biased quality judgment and the customer-server quality gap
Robert J. Batt, Jordan D. Tong
| 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
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| 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 | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1287/msom.2019.0783 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012296780