SERVQUAL is a 22-item scale for measuring customer perceptions of service quality. Delivering superior service quality appears to be a prerequisite for success. The paper concludes with a discussion of potential applications lff the scale.
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Título original
SERVQUAL- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality
SERVQUAL is a 22-item scale for measuring customer perceptions of service quality. Delivering superior service quality appears to be a prerequisite for success. The paper concludes with a discussion of potential applications lff the scale.
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Attribution Non-Commercial (BY-NC)
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Baixe no formato PDF, TXT ou leia online no Scribd
SERVQUAL is a 22-item scale for measuring customer perceptions of service quality. Delivering superior service quality appears to be a prerequisite for success. The paper concludes with a discussion of potential applications lff the scale.
Direitos autorais:
Attribution Non-Commercial (BY-NC)
Formatos disponíveis
Baixe no formato PDF, TXT ou leia online no Scribd