Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services

Global Business Review

Volumn 11, Issue 1, 2010, Pages 79-101

  Lenka, Usha ^a   Suar, Damodar ^b   Mohapatra, Pratap K J ^b  

^a BIRLA INSTITUTE OF TECHNOLOGY AND SCIENCE   (India)

^b INDIAN INSTITUTE OF TECHNOLOGY   (India)

Author keywords

Customer satisfaction; Manufacturing oriented service; Quality management models; Service quality; Soft and hard aspects of quality; Workplace spirituality

Indexed keywords

EID: 77649242604     PISSN: 09721509     EISSN: 09730664     Source Type: Journal    
DOI: 10.1177/097215090901100105     Document Type: Article

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