Improving the service quality of telecommunication companies using online customer and employee review analysis
Year of publication: |
2020
|
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Authors: | Sinha, Akhouri Amitanand ; Rajendran, Suchitra ; Nazareth, Roland Paul ; Lee, Wonjae ; Ullah, Shoriat |
Published in: |
Quality management journal : QMJ. - London : Taylor & Francis Group, ISSN 2575-6222, ZDB-ID 2159832-0. - Vol. 27.2020, 4, p. 182-199
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Subject: | Define | measure | analyze | improve and control (DMAIC) | online reviews | quality-associated critical managerial insights | strengths | weaknesses | opportunities and threats (SWOT) | voice of customers | voice of employees | Dienstleistungsqualität | Service quality | Telekommunikationssektor | Telecommunications industry | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Qualitätsmanagement | Quality management | Konsumentenverhalten | Consumer behaviour |
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