Improvement gap analysis

Managing Service Quality

Volumn 20, Issue 6, 2010, Pages 565-584

  Tontini, Gérson ^a   Picolo, Jaime Dagostin ^b  

^a REGIONAL UNIVERSITY OF BLUMENAU   (Brazil)

^b UNIVERSITY OF SOUTHERN SANTA CATARINA   (Brazil)

Author keywords

Customer satisfaction; Customer services quality; Gap analysis

Indexed keywords

EID: 78649276050     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521011092893     Document Type: Article

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