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Keywords: Public transport
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2022) 34 (3): 448–475.
Published: 06 July 2021
...Paula Jach; Jiju Antony; Scott Paul Thomson; Beth Cudney; Sandra Furterer Purpose The purpose of this paper is to explore the voice of the customer (VOC) of public transport (PT) users and non-users and to identify the role VOC plays in PT service quality analysis and improvement practices...
