Process‐oriented measurement of service quality: Applying the sequential incident technique

European Journal of Marketing

Volumn 31, Issue 1, 1997, Pages 33-55

  Stauss, Bernd ^a   Weinlich, Bernhard ^b  

^a CATHOLIC UNIVERSITY OF EICHSTÄTT INGOLSTADT   (Germany)

^b NONE   (Germany)

Author keywords

Customer satisfaction; Hospitality industry; Quality management; Service quality

Indexed keywords

EID: 0005923871     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090569710157025     Document Type: Article

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