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Evaluating Microblogging e-Service Quality using ANP

โœ Scribed by Yi-Chung Hu; Jen-Hung Wang; Li-Ping Hung

Book ID
112142544
Publisher
John Wiley and Sons
Year
2011
Tongue
English
Weight
225 KB
Volume
19
Category
Article
ISSN
1057-9214

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โœ Cheng-Ju Chien; Hui-Hua Tsai ๐Ÿ“‚ Article ๐Ÿ“… 2000 ๐Ÿ› Elsevier Science ๐ŸŒ English โš– 131 KB

A new method of measuring perceived service quality based on triangular fuzzy numbers is proposed in this paper. It avoids using di erence scores (perceptions minus expectations) which were applied by many marketing researchers but were criticized by Brown et al. (J. Retailing 69 (1) (1993) 127-139)