Research on the influence of after-sales service quality factors on customer satisfaction
Year of publication: |
2020
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Authors: | Shokouhyar, Sajjad ; Shokoohyar, Sina ; Safari, Sepehr |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 56.2020, p. 1-11
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Subject: | After-sales services | Quality element | Fuzzy kano model | RFM model | SERVQUAL | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Qualitätsmanagement | Quality management | Kundenservice | Customer service | Fuzzy-Set-Theorie | Fuzzy sets | Konsumentenverhalten | Consumer behaviour | Messung | Measurement |
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