haku: @author Wilson, D. D. / yhteensä: 1
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| Tekijä: | Collier, D. A. Wilson, D. D. |
| Otsikko: | The role of automation and labor in determining customer satisfaction in a telephone repair service process |
| Lehti: | Decision Sciences
1997 : SUMMER, VOL. 28:3, p. 689-708 |
| Asiasana: | CONSUMER SATISFACTION PERFORMANCE MEASUREMENT SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | This study tries to define quantitatively how the performance of telephone repair persons dispatched to the customers' premises is related to automatic testing and repair, and how internal process performance is linked to external customer satisfaction. The study also explains briefly some of the practical problems of modeling process-level performance relationships. The structural equation models are statistically significant and have a meaningful interpretation. |
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