Chung-Hua University Repository:Item 987654321/28039
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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/28039


    Title: Service Quality Detection and Service Failure Improvement Models
    Authors: 蔡明春
    Tsai, Ming-Chun
    Contributors: 企業管理學系
    Business Administration
    Keywords: Service quality;Service failure;Kano’s Two-Dimensional Quality Model;IPGA;PZB model
    Date: 2012
    Issue Date: 2014-06-26 23:47:09 (UTC+8)
    Abstract: In the analysis of service quality gaps, Lin, Chan and Tsai combined IPA and GA, taking account of customer perceived importance and the degree of significance of service quality gaps, and came up with IPGA. As IPA, IPGA divides service quality attributes
    Appears in Collections:[Department of Business Administration] Seminar Papers

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