Alternative perspectives on service quality and customer satisfaction: The role of BPM

V. Kumar, P. A. Smart, H. Maddern, R. S. Maull

Research output: Contribution to journalArticlepeer-review

72 Citations (SciVal)
Original languageEnglish
Pages (from-to)176-187
Number of pages12
JournalInternational Journal of Service Industry Management
Volume19
Issue number2
DOIs
Publication statusPublished (VoR) - 2008

Keywords

  • Customer satisfaction
  • Customer services quality
  • Mathematical modelling

Fingerprint

Dive into the research topics of 'Alternative perspectives on service quality and customer satisfaction: The role of BPM'. Together they form a unique fingerprint.

Cite this