Pascu, Emilia; Orheian, Oana-Mihaela - In: The Annals of Dimitrie Cantemir Christian University. … 4 (2012) 1, pp. 69-79
We can say that compared to products quality, service quality is relative, as a matter of balance, meaning that it … advantage, service providers have to improve quality aiming to overcome the perceived quality of consumer expectations. For this … purpose, organizations must identify: what are the main factors determinants of service quality, what are the customer …