Abu‐El Samen, Amjad A.; Akroush, Mamoun N.; … - In: International Journal of Quality & Reliability Management 30 (2013) 4, pp. 403-425
responsiveness‐assurance. Research limitations/implications – SERVQUAL is used to measure service quality from both customers' and … customers' and managers' perspectives, as well as examining antecedents and consequences of service quality. Managers of mobile … performance, respectively. The authors' results also provide significant managerial implications on how to manage the service …