Optimising service quality translating via quantitative quality function deployment.
Hadi Akbarzade KhorshidiSeyed Reza HejaziPublished in: Int. J. Serv. Stand. (2011)
Keyphrases
- service quality
- quality function deployment
- customer satisfaction
- service providers
- quality of service
- design process
- electronic commerce
- online shopping
- call center
- user satisfaction
- incident management
- competitive environment
- information quality
- job satisfaction
- competitive advantage
- information systems
- business process
- web services
- analytic hierarchy process
- data mining
- database