SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business
This paper is an attempt to explain the process and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper proposes a model for understanding the pathway and the end of goo...
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| Format: | Article |
| Language: | English |
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Universitas Gadjah Mada
2003-06-01
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| Series: | Gadjah Mada International Journal of Business |
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| Online Access: | https://jurnal.ugm.ac.id/gamaijb/article/view/5407 |