Performance-only measures vs. performance-expectation measures of service quality
Year of publication: |
November-December 2016
|
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Authors: | Park, Sang-June ; Yi, Youjea |
Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 36.2016, 15/16, p. 741-756
|
Subject: | Customer satisfaction | expectation | performance | service quality | customer heterogeneity | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Messung | Measurement | Beziehungsmarketing | Relationship marketing | Performance-Messung | Performance measurement | Qualitätsmanagement | Quality management |
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