Since 2014
SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business
Gadjah Mada International Journal of Business
View Archive Info| Field | Value | |
| Title |
SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business
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| Creator |
Ndubisi, Nelson Oly
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| Subject |
commensalism; customer perception and reaction; mutualism; parasitism; service quality; symbiosis
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| Description |
This paper is an attempt to explain the process and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper proposes a model for understanding the pathway and the end of good and bad customer service. Implications of the study on theory and practice are discussed.
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| Publisher |
Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
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| Date |
2003-06-12
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://jurnal.ugm.ac.id/gamaijb/article/view/5407
10.22146/gamaijb.5407 |
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| Source |
Gadjah Mada International Journal of Business; Vol 5, No 2 (2003): May-August; 207-219
2338-7238 1411-1128 |
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| Language |
eng
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| Relation |
https://jurnal.ugm.ac.id/gamaijb/article/view/5407/4403
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