Integrated approach for evaluation of service quality in multistage sequential utilitarian service process

Purpose In the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service quality (SQ) perceptions developed in intermediate stages, along with the impact of service gestalt characteristics, such as...

Ausführliche Beschreibung

Bibliographische Detailangaben

Veröffentlicht in:	International journal of quality and service sciences 2018-06, Vol.10 (2), p.117-137
Hauptverfasser:	Roy, Sheila, Mukherjee, Indrajit
Format:	Artikel
Sprache:	eng
Schlagworte:	Call centers Customer services Integrated approach Knowledge Literature reviews Perceptions Quality of service
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!