IEEE - Institute of Electrical and Electronics Engineers, Inc. - Measuring customers' perceptions of service quality

Author(s): Dong, H.K. ; Devlin, S.J. ; Ebede, C.
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 January 1991
Conference Location: Phoenix, AZ, USA, USA
Conference Date: 2 December 1991
ISBN (Paper): 0-87942-697-7
DOI: 10.1109/GLOCOM.1991.188663
Regular:

A model of telephone service quality from the customer's perspective and a systematic approach to its measurement are discussed. Because the proposed model is designed from the customer... View More

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