Toward understanding conflicts between customers and employees’ perceptions and expectations: Evidence of Iranian bank
This paper aims to determine influence factors affecting bank service quality, calculate the relative importance of factors from viewpoints of bank customers and employees, and examine the gaps in customers and employees’ perceptions and expectations of the quality of bank services. Accordingly, an...
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| Format: | Article |
| Language: | English |
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Vilnius Gediminas Technical University
2009-09-01
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| Series: | Journal of Business Economics and Management |
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| Online Access: | https://journals.vgtu.lt/index.php/JBEM/article/view/6236 |