Alternative perspectives on service quality and customer satisfaction: the role of BPM

V Kumar; PA Smart; H Maddern; RS Maull

doi:10.1108/09564230810869720

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Alternative perspectives on service quality and customer satisfaction: the role of BPM

Journal article

Peer reviewed

Alternative perspectives on service quality and customer satisfaction: the role of BPM

V Kumar, PA Smart, H Maddern and RS Maull

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, Vol.19(2), pp.176-187

01/01/2008

DOI: https://doi.org/10.1108/09564230810869720

Abstract

Social Sciences

Management

Business & Economics

customer satisfaction

mathematical modelling

customer services quality

OPERATIONS MANAGEMENT

INDUSTRY

SCALE

CHAIN

MODEL

FIT

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Title: Alternative perspectives on service quality and customer satisfaction: the role of BPM
Creators: V Kumar
PA Smart
H Maddern
RS Maull
Publication Details: INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, Vol.19(2), pp.176-187
Publisher: EMERALD GROUP PUBLISHING LIMITED
Date published: 01/01/2008
Date submitted: 16/05/2017
Identifiers: 99516432102346
Academic Unit: University of Surrey
Language: English
Resource Type: Journal article

Alternative perspectives on service quality and customer satisfaction: the role of BPM

Abstract

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