An extended zone of tolerance analysis to measure service quality

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Title:	An extended zone of tolerance analysis to measure service quality
Authors:	李友錚 Lee, Yu-Cheng
Contributors:	科技管理學系 Technology Management
Keywords:	SERVQUAL;Zone of tolerance;Service quality.
Date:	2007
Issue Date:	2014-06-27 00:51:13 (UTC+8)
Abstract:	Abstract SERVQUAL has been widely applied in the domain of service quality measurement, but it has also been some arguments raised. However, an issue is less proposed to discuss, that is, the gap score only calculated by Central tendency, i.e. mean, but V
Appears in Collections:	[Department of Technology Management] Seminar Papers

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