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Keywords: Gap elasticity
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Journal Articles
International Journal of Quality & Reliability Management (2018) 35 (4): 940–964.
Published: 03 April 2018
...Mukesh Kumar; K.S. Sujit; Vincent Charles Purpose The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service...
