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- W2150191077 abstract "A model of telephone service quality from the customer's perspective and a systematic approach to its measurement are discussed. Because the proposed model is designed from the customer perspective and uses a scientific process to assess the quality of the model, it provides an effective way to integrate the voice of the customer into every phase of a business. Examples from the telecommunications industry are used to show the effectiveness of this model in pinpointing service problems and uncovering opportunities for improving service. >" @default.
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- W2150191077 date "2002-12-09" @default.
- W2150191077 modified "2023-09-28" @default.
- W2150191077 title "Measuring customers' perceptions of service quality" @default.
- W2150191077 doi "https://doi.org/10.1109/glocom.1991.188663" @default.
- W2150191077 hasPublicationYear "2002" @default.
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