An Alternative Approach in Service Quality: An e-Banking Case Study - Data from the National Bank of Spain is used to show how the customer's voice can be designed into its e-banking system.
Year of publication: |
2008
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Authors: | González, Marvin E. ; Mueller, Rene Dentiste ; Mack, Rhonda W. |
Published in: |
Quality management journal : QMJ. - Milwaukee, Wis. : ASQC, ISSN 1068-6967, ZDB-ID 12271081. - Vol. 15.2008, 1, p. 41-58
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