Effects of standardization and customization level on service quality, customer satisfaction and loyalty, and moderating roles of service nature and customer needs
The issue of whether or not total standardization or total customization is really a workable solution in Service Quality has been widely debated. The Standardization and Customization of service decisions has been viewed as a field with completely two extremes. Looking at Gronroos theory of Serv...
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| Format: | Thèse |
| Langue: | anglais |
| Publié: |
2015
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| Accès en ligne: | http://psasir.upm.edu.my/id/eprint/91920/1/GSM%202015%203%20-%20IR.pdf |