Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty
The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending G...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2017
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| Online Access: | http://psasir.upm.edu.my/id/eprint/56988/1/Integration%20of%20standardization%20and%20customization%20impact%20on%20service%20quality%2C%20customer%20satisfaction%2C%20and%20loyalty.pdf |