Process-oriented measurement of service quality: Applying the sequential incident technique
| Year of publication: |
1997
|
|---|---|
| Authors: | Stauss, Bernd ; Weinlich, Bernhard |
| Published in: |
European journal of marketing : EJM. - Bradford : Emerald, ISSN 0309-0566, ZDB-ID 189982x. - Vol. 31.1997, 1-2, p. 33-55
|