Partitioning service encounters into touchpoints to enhance quality
Year of publication: |
2011
|
---|---|
Authors: | McKechnie, Donelda S. ; Grant, Jim ; Golawala, Fatema Shabbir |
Published in: |
International journal of quality and service sciences. - Bingley [u.a.] : Emerald, ISSN 1756-669X, ZDB-ID 2473962-5. - Vol. 3.2011, 2, p. 146-165
|
Subject: | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Passagierluftverkehr | Air passenger transport | Fluggesellschaft | Airline | Beziehungsmarketing | Relationship marketing |
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