Musella, Flaminia; Guglielmetti Mugion, Roberta; … - In: International Journal of Quality and Service Sciences 9 (2017) 3/4, pp. 347-370
Purpose This paper aims to holistically reconcile internal and external customer satisfaction using probabilistic graphical models. The models are useful not only in the identification of the most sensitive factors for the creation of both internal and external customer satisfaction but also in...
