Enhancing service quality improvement strategies by integrating Kano's model with importance-performance analysis
Year of publication: |
2011
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Authors: | Lin, Shu-ping ; Chan, Ya-hui |
Published in: |
International journal of services technology and management. - Wolvertin Mill : Interscience Enterprises, ISSN 1460-6720, ZDB-ID 2072619-3. - Vol. 16.2011, 1, p. 28-48
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Subject: | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Arbeitsvermittlung | Employment office | Digitale Güter | Digital goods | Taiwan |
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