Determinants of services expectations : an application to the airline industry
Understanding consumer expectations is a key to deliver superior services. The role of expectations has received attention in both satisfaction and perceived quality literature domains but no agreement has been reached concerning the nature and formation of expectations. The present study reviewed t...
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1999
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| Online Access: | http://spectrum.library.concordia.ca/721/1/MQ39079.pdf Cezard, Adélaïde <http://spectrum.library.concordia.ca/view/creators/Cezard=3AAde==0301lai==0308de=3A=3A.html> (1999) Determinants of services expectations : an application to the airline industry. Masters thesis, Concordia University. |