Managing service quality: Applying utility theory in the prioritization of service attributes

Managing service quality: Applying utility theory in the prioritization of service attributes

10.1108/02656710310468579

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Bibliographic Details
Main Authors: Li, Y.N., Tan, K.C., Xie, M.
Other Authors: INDUSTRIAL & SYSTEMS ENGINEERING
Format: Article
Published: 2014
Subjects:
Customer service
Measurement
Service quality
Uncertainty
Online Access:http://scholarbank.nus.edu.sg/handle/10635/87065
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Institution: National University of Singapore
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