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Keywords: Control charts
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (1996) 10 (1): 35–55.
Published: 01 February 1996
...: promoting quality through the design of improved service systems; and searching for reliable instruments for measuring service quality. Proposes a procedure to help the service provider interpret service quality data to improve the service delivery system. Additionally, evaluates a two‐step control chart...
