Alzaydi, Zyad M.; Al-Hajla, Ali; Nguyen, Bang; … - In: Business Process Management Journal 24 (2018) 1, pp. 295-328
Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the...