Abu‐El Samen, Amjad A.; Akroush, Mamoun N.; … - In: International Journal of Quality & Reliability Management 30 (2013) 4, pp. 403-425
Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry. Design/methodology/approach...