Managing Service Quality: Call for a Network Mechanism

  • Kun Yang, Hao Liang
  • Published 2010 in
    2010 International Conference on Management and…


Studies on service quality management is primarily based on the service quality management theories raised in the West in 1980s. Their mutual research perspective is mainly reflected at the business (employee) - customer level, and their study focus is on the technical operational level of enterprises, by solving major issues such as "what should… (More)


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