Putting the WoW! Into Service Supply Chain
Supply Chain Opz
SEPTEMBER 28, 2013
Literature Review In 1985, Parasuraman, Zeithaml & Berry of Texas A&M University published a paper called " A Conceptual Model of Service Quality and Its Implications for Future Research ". In early 2004, they noticed that customer service was the biggest problem. So they had to adapt in order to survive in the bad economy.
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