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References

15 一月, 2016 - 09:49

Berry, L. L., and A. Parasuraman. 1997. Listening to the customer--the concept of a service-quality information system. Sloan Management Review 38 (3):65-76.

Chase, R. B., and D. M Stewart. 1994. Make your service fail-safe. Sloan Management Review 35 (3):35-44.

Levitt, T. 1976. The industrialization of service. Harvard Business Review 54 (5):63-74.

Zeithaml, V., A. Parasuraman, and L. L. Berry. 1990. Delivering quality service: balancing customer perceptions and expectations . New York, NY: Free Press.