Ionică, Andreea; Leba, Monica; Edelhauser, Eduard; … - In: Annals of the University of Petrosani, Economics 12 (2012) 3, pp. 107-114
In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ...
