Service quality: gaps in the Malaysian telemarketing industry
Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer�...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2002
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| Online Access: | http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf |