Integrated customer relationship management for service activities: An internal/external gap model

Managing Service Quality

Volumn 18, Issue 5, 2008, Pages 496-511

  Dimitriadis, Sergios ^a   Stevens, Eric ^b  

^a ATHENS UNIVERSITY OF ECONOMICS AND BUSINESS   (Greece)

^b Groupe ESCEM   (France)

Author keywords

Customer relations; Customer services quality; Gap analysis; Relationship marketing

Indexed keywords

EID: 52249118999     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520810898857     Document Type: Article

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