Mystery calling : a qualitative application of the Lean Six Sigma approach
Service quality over the telephone is increasingly becoming a critical competitive factor to an organization’s success. A previous study (Latifah A.L et al 2009) conducted in OUM found that learners rated the following two items “university staff is easily contacted by telephone” and “toll free...
Saved in:
Main Authors: | , , |
---|---|
格式: | Article |
出版: |
2010
|
主題: | |
在線閱讀: | http://library.oum.edu.my/repository/430/1/Fard-Mystery.pdf http://library.oum.edu.my/repository/430/ |
標簽: |
添加標簽
沒有標簽, 成為第一個標記此記錄!
|