Tontini, Gerson; da Silva, Júlio Cesar; Beduschi, … - In: International Journal of Quality and Service Sciences 7 (2015) 2/3, pp. 152-169
/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast … analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these …
