Human aspect in service quality: EPSI benchmark studies

Journal article

Peer reviewed

Jan Eklöf and I Selivanova

Total Quality Management and Business Excellence, Vol.19(7-8), pp.827-841

2008

Abstract

customer and employee satisfaction

service quality

recognition

retention

non-financial value

performance indicators

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Title: Human aspect in service quality: EPSI benchmark studies
Creators - without role: Jan Eklöf - Stockholm School of Economics, {Historical} Department of Law, Languages and Economic Statistics
I Selivanova - EPSI Research Services (GB)
Publication Details: Total Quality Management and Business Excellence, Vol.19(7-8), pp.827-841
Publisher: Taylor & Francis (Routledge): SSH Titles
Number of pages: 15
Identifiers: 991001479403206056
Academic Unit: {Historical} Department of Law, Languages and Economic Statistics
Language: English
Resource Type: Journal article