Original language | Undefined/Unknown |
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Title of host publication | Service Quality Management |
Editors | P. Kunst, J. Lemmink, A. Stauss |
Place of Publication | Wiesbaden, Germany |
Pages | 161-185 |
Number of pages | 25 |
Publication status | Published - 1999 |
Achieving service quality through the application of importance-performance analysis
Robert Govers, FM Go
Research output: Chapter/Conference proceeding › Chapter › Academic