Emac2009 Poster

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“If You Can’t Measure It, You Can’t Manage It” - Introducing the Gap that Defends and Measures the Dyadic Nature of Service Quality.
The present poster intends to address the further inclusion of customer orientation in the Service Quality schemes, by proposing an additional Gap, that of customer perceptions of service quality and management’s perceptions of the customers’ evaluation.

Published in: Business
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