Service Quality and Process Maturity Assessment
This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SERPERF, there are also shortly described capability maturity models based on which the own methodology is developed and...
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| Format: | Article |
| Language: | English |
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Tomas Bata University in Zlín
2013-12-01
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| Series: | Journal of Competitiveness |
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| Online Access: | http://www.cjournal.cz/files/150.pdf |