Customer and Employee Service Quality Management in the Airline Industry
Fierce competition has raised standards leading customers to expect higher standards of service, and customers are Ideal for appraising how well employees have provided quality service because they interact directly with the employees. Quality of service in the airline also depends greatly on the...
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| Format: | Thesis |
| Language: | English English |
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2003
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| Online Access: | http://psasir.upm.edu.my/id/eprint/8172/1/GSM_2003_2_%28A%29.pdf |