... strategy ELECTRE TRI Service quality assurance The level of quality importance differs across customers (Jain and Gupta, 2004). Many researches showed that service quality is an essential strategy to win and retain customers (Ghobadian et al., 1994 ; Buzzell and Gale, 1987 ; Zeithaml...

... cent a year, inflation was kept low (4.2 per cent) and direct foreign investments amounted to 7 per cent of the GDP. Charalambos Spathis can be contacted at: hspathis@econ.auth.gr © Emerald Group Publishing Limited 2007 Service quality assurance Banks Customers Quality...

... (Vogt and Fesenmaier, 1995 ; Tzeng et al., 2002). Service quality assurance Fuzzy logic Value analysis © Emerald Group Publishing Limited 2006 Let the set of linguistic terms be S_c={VL,L,M,H,VH...

... in the selection of a convenient method for prioritising customer needs. © Emerald Group Publishing Limited 2004 Quality function deployment Customer requirements Service quality assurance “Mass spectator event” is the generic term used for major sporting events, music concerts, festivals...

... Emerald Group Publishing Limited 2004 Service operations Service quality assurance Probability calculations Reliability management Competitive advantage in service businesses derives largely from the service provider's ability to deliver high quality service. Previous research has...