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Perceived service quality

✍ Scribed by Kyoon Yoo, Dong; Ah Park, Jeong


Book ID
121646485
Publisher
Emerald Group Publishing Limited
Year
2007
Tongue
English
Weight
165 KB
Volume
24
Category
Article
ISSN
0265-671X

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Using fuzzy numbers to evaluate perceive
✍ Cheng-Ju Chien; Hui-Hua Tsai πŸ“‚ Article πŸ“… 2000 πŸ› Elsevier Science 🌐 English βš– 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)