Chen, Kee-Kuo; Chang, Ching-Ter; Lai, Cheng-Sheng - In: Transportation Research Part E: Logistics and … 45 (2009) 1, pp. 222-237
This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is...
