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 …) as a reaction to her own negative perception of the quality of
service companies’ output. According to Shostack, the … input to
output of those companies. Her solution, service blueprinting, is a tool that gives a clear
insight of the …