... technologies Service delivery Service levels Customer services quality With these issues as focus this present study is undertaken to understand the service quality models in the above light. The present study is an attempt to review 19 service models in the light of the changed business...

... the failures and corresponding complaints in service delivery, with the ultimate goal of articulating internal and external measures of performance. The methodology provides a better knowledge of the impact caused by operational factors (internal measures) on customer perceptions (external measures), so...