Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective
Year of publication: |
2004
|
---|---|
Authors: | Ho, Teck H. ; Zheng, Yu-Sheng |
Published in: |
Management Science. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 0025-1909. - Vol. 50.2004, 4, p. 479-488
|
Publisher: |
Institute for Operations Research and the Management Sciences - INFORMS |
Subject: | customer expectation | delivery-time commitment | queueing theory | gap model of quality |
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