Service quality gaps analysis based on Fuzzy linguistic SERVQUAL with a case study in hospital out-patient services

Author： Hu Hsiu-Yuan   Lee Yu-Cheng   Yen Tieh-Min  

Publisher： Emerald Group Publishing Ltd

ISSN： 1754-2731

Source： The TQM Journal, Vol.22, Iss.5, 2010-08, pp. : 499-515

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