Effects of standardization and customization level on service quality, customer satisfaction and loyalty, and moderating roles of service nature and customer needs

The issue of whether or not total standardization or total customization is really a workable solution in Service Quality has been widely debated. The Standardization and Customization of service decisions has been viewed as a field with completely two extremes. Looking at Gronroos theory of Serv...

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Bibliographic Details
Main Author: Kasiri, Leila Agha
Format: Thesis
Published: 2015
Online Access:http://psasir.upm.edu.my/id/eprint/91920/1/GSM%202015%203%20-%20IR.pdf
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