@article{21539c00e5334cea9b675f904857f260,
title = "Alternative perspectives on service quality and customer satisfaction: The role of BPM",
keywords = "Customer satisfaction, Customer services quality, Mathematical modelling",
author = "V. Kumar and Smart, {P. A.} and H. Maddern and Maull, {R. S.}",
year = "2008",
doi = "10.1108/09564230810869720",
language = "English",
volume = "19",
pages = "176--187",
journal = "International Journal of Service Industry Management",
issn = "0956-4233",
number = "2",
}