Behara, Ravi S.; Fisher, Warren W.; Lemmink, Jos G.A.M. - In: International Journal of Operations & Production Management 22 (2002) 10, pp. 1162-1185
Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially developed. Customer data from a SERVQUAL survey at...
