Critical service encounters in UiTMCS: an exploratory investigation from students’ perspective using Critical Incident Technique (CIT) / Voon Boo Ho , Patricia Jussem and Firdaus Abdullah

• Main Authors: Voon, Boo Ho, Jussem, Patricia, Abdullah, Firdaus
• Format: Research Reports
• Language: English
• Published: 2002
• Subjects: H Social Sciences (General); Research
• Online Access: https://ir.uitm.edu.my/id/eprint/77914/1/77914.pdf; https://ir.uitm.edu.my/id/eprint/77914/

This exploratory study on the critical service encounters in UiTMCS was conducted to better understand the nature, causes and consequences of the University’s students’ favourable and unfavourable service encounters. The various underlying service evaluation criteria and service quality dimensions w...