Service quality: gaps in the Malaysian telemarketing industry

• 主要な著者: Mohd Kassim, Norizan, Bojei, Jamil
• フォーマット: 論文
• 言語: English
• 出版事項: Elsevier 2002
• オンライン･アクセス: http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf; http://psasir.upm.edu.my/id/eprint/112413/; https://linkinghub.elsevier.com/retrieve/pii/S0148296300002241

Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer�...