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Keywords: Customer perceived service quality
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Journal Articles
Journal:
Kybernetes
Kybernetes (2022) 51 (2): 602–622.
Published: 20 May 2021
... order and describes the quality fluctuation process of RSSC as a Hidden Markov process. Taking the RSSC of J Company as an example, this paper makes use of the observed state value of customer perceived service quality from 1997 to 2016, predicts the performance status of the enterprise's RSSC...
