Verboom, Menno (contributor); Iwaarden, Jos van (contributor) - 2004 - [Elektronische Ressource]
, 2003). The main focus in the
service quality literature has been on the elimination of the gap between customers … that variation is needed for the relational service quality aspects, there is at
the same time a need for better control … do organisations
still continue to get it wrong?”, Managing Service Quality, Vol. 11, No. 4, pp. 241-248.
Deming, D …