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Purpose – This paper aims to investigate the role that deep emotional feelings play in relation to process/service re‐design and process/service improvement. It suggests that attention to these dimensions may be vital for successful and sustainable outcomes. It investigates whether these...
Purpose – The purpose of this article is to propose a model that describes and categorizes the perception gap between different persons and groups/stakeholders. Design/methodology/approach – Based on the concept of mutual beliefs and a theory of expectation, a model of the perception gap between...
Purpose – This study aims to examine how firm strategy may affect customer satisfaction in relationship to service the characteristics of quality, servicescape and value. Specifically, this research utilizes Porter's depiction cost leaders and differentiation strategy to suggest customers may be...
Purpose – This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic programmes, academic staff, delivery of teaching, assurance, and empathy of academic staff....
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