Operational, organizational, and human resource factors predictive of customes perceptions of service quality. En : Journal of management related research theory development and application

Gopalakrishnan, Mohan
Waldman, David D.

1996

RM
366

The objective of this study was to examine the relationship between total quality management factors and business unit performance as measured by customer perceptions of service quality. Data were collected from 26 business units of larger service organizations.

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