The role of automation and labor in determining customer satisfaction in a telephone repair service process

Decision Sciences

Volumn 28, Issue 3, 1997, Pages 689-708

  Collier, David A ^a   Wilson, Darryl D ^b  

^a OHIO STATE UNIVERSITY   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Performance measurement; Process performance; Service quality; Structural equation modeling

Indexed keywords

EID: 0031313829     PISSN: 00117315     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1540-5915.1997.tb01327.x     Document Type: Article

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