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...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2002
|
| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/46 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Singapore Management University |
| Language: | English |
Be the first to leave a comment!