Najafi, Seyesvahid; Saati, Saber; Tavana, Madjid - In: Journal of Industrial Engineering International 11 (2015), pp. 319-330
Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its...