Gilioli Rotondaro, Roberto - In: Industrial Management & Data Systems 102 (2002) 9, pp. 476-482
between critical incidents, satisfaction items and customer’s needs, that are related to quality dimensions. The quality … dimensions obtained changed in relation to the traditional service quality dimensions, showing that after a period of experience …, the customer starts to establish his/her quality standards and take decisions based on these standards. Both the surviving …