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

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

doi:10.1108/09564230810869720

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

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

University of Exeter

Research output: Contribution to journal › Article › peer-review

77 Citations (SciVal)

Original language	English
Pages (from-to)	176-187
Number of pages	12
Journal	International Journal of Service Industry Management
Volume	19
Issue number	2
DOIs	https://doi.org/10.1108/09564230810869720
Publication status	Published (VoR) - 2008

Keywords

Customer satisfaction
Customer services quality
Mathematical modelling

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JF - International Journal of Service Industry Management

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

Keywords

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