Author： Ma Qinhai Liu Ruping Liu Zhengdan
Publisher： Inderscience Publishers
ISSN： 1460-6720
Source： International Journal of Services Technology and Management, Vol.12, Iss.2, 2009-05, pp. : 175-191
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
Abstract
Related content
Introduction: Why Does Change Fail, and What Can We Do About It?
Journal of Change Management, Vol. 11, Iss. 4, 2011-12 ,pp. :
Access to resources
Recommend
Measuring customer satisfaction: why, what and how
By McColl-Kennedy Janet Schneider Ursula
Total Quality Management, Vol. 11, Iss. 7, 2000-09 ,pp. :
Why it is customer loyalty that counts (and how to measure it)
By Gould Graham
Managing Service Quality, Vol. 5, Iss. 1, 1995-01 ,pp. :