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

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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书目详细资料
主要作者:	Kasiri, Leila Agha
格式:	Thesis
语言:	English
出版:	2015
主题:	Customer services Consumer satisfaction Employee loyalty
在线阅读:	http://psasir.upm.edu.my/id/eprint/91920/1/GSM%202015%203%20-%20IR.pdf
标签:	添加标签没有标签, 成为第一个标记此记录!

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