A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
作者： Pratibha A Dabholkar , C.David Shepherd , Dayle I Thorpe
DOI: 10.1016/S0022-4359(00)00029-4
关键词: Service quality 、 Service level objective 、 Customer advocacy 、 Business 、 Customer satisfaction 、 Process management 、 Service design 、 Longitudinal study 、 Expectation confirmation theory 、 Marketing 、 Tertiary sector of the economy
摘要: … and tests a comprehensive framework of service quality in an … A comprehensive model of service quality is developed and … of conceptual issues related to service quality. Further, this is …
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