Article : texte imprimé

The relationship between service customers' quality assurance behaviors, satisfaction, and effort : A cost of quality perspective

William E. Youngdahl, Auteur ; Deborah L. Kellogg, Auteur |

Dans Journal of operations management (Vol. 15 N°1, Fevrier 1997)

The overarching purpose of this article is to deepen understanding of customers' roles in service quality assurance. Customers engage in quality assurance behaviors in attempts to increase their satisfaction and to recover from service failures.[...]

Plus d'information...

Ajouter un tag

En ligne

---

1 (1 - 1 / 1) Par page : 25 50 100 200