haku: @author Martin, R. / yhteensä: 27
viite: 18 / 27
| Tekijä: | Apte, U. Martin, R. |
| Otsikko: | Managing quality in a "hidden" service |
| Lehti: | Managing Service Quality
1994 : VOL. 4:6, p. 20-24 |
| Asiasana: | USA SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | The present article examines service quality in a U.S. gas company. The article illustrates a recently developed service quality model and methodology for the measurement and analysis of service quality and it also identifies specific improvements that must necessarily be made to the design and delivery of service to meet and to exceed customer expectations. Gas industry, service quality in the United States of America are discussed. |
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