Managing Service Quality by Combining Voice of the Service Provider & Voice of Their Customers
This article presents a simple methodology for managing service quality that takes into joint consideration of what customers expect to receive and what the service provider can offer. A four-step procedure explains the derivation of the customer-service provider matrix (CSM). Customer feedback and...
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| Main Authors: | , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2002
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/46 |
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| Institution: | Singapore Management University |
| Language: | English |