Analysis of the gap between customers' perceptions and employees' expectations of service quality based on fuzzy SERVQUAL logic (case study: Mofid children's hospital in Tehran, Iran)

International Journal of Services and Operations Management

Volumn 17, Issue 2, 2014, Pages 119-141

  Mashhadiabdol, Maryam ^a   Sajadi, Seyed Mojtaba ^a   Talebi, Kambiz ^a  

^a UNIVERSITY OF TEHRAN   (Iran)

Author keywords

Expectations; Hospital businesses; Hospital staff; Patients; Perceptions; Service quality; SERVQUAL model

Indexed keywords

EID: 84893317853     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2014.058840     Document Type: Article

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