Terzakis, Dimitris; Zisis, Pandelis; Garefalakis, Alexandros - In: European Research Studies Journal XV (2012) 1, pp. 99-126
The purpose of the current research is to develop a strategic service quality focused framework in a Greek Academic Department, translating its service quality (SQ) gaps into specific strategic directions from a “student-focused” perspective. The research is separated in two parts and...