Beyond SERVQUAL: A paradigm shift
The current exploratory study reviews the most widely used service quality models such as SERVQUAL, SERVPERF, and the Human-Societal Element (HSE) model, and presents a critique of each of them by relying on various empirical studies that have proven beyond any doubt the inability of such models to...
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2018
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| Online Access: | http://dspace.uniten.edu.my/jspui/handle/123456789/9404 |
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