Internal versus external service quality: reflections of employees and customers in the mirror
Introduction: The purpose of this study to investigate internal service quality (as perceived by employees) and external (customer) perceptions of quality in the context of service profit chain (SPC). Objective: The objective of the study is to evaluate the impact of internal service quality on stud...
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| Main Authors: | , , |
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| Format: | Book |
| Published: |
Instituto Politécnico de Viseu,
2017-09-01T00:00:00Z.
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| Subjects: | |
| Online Access: | Connect to this object online. |
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Internet
Connect to this object online.3rd Floor Main Library
| Call Number: |
A1234.567 |
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| Copy 1 | Available |