Translating the Service Quality Gaps into Strategy Formulation. An Experimental Case Study of a Greek Academic Department
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- A Mukherjee & P Nath & M Pal, 2003. "Resource, service quality and performance triad: a framework for measuring efficiency of banking services," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(7), pages 723-735, July.
- Dyson, Robert G., 2004. "Strategic development and SWOT analysis at the University of Warwick," European Journal of Operational Research, Elsevier, vol. 152(3), pages 631-640, February.
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More about this item
Keywords
Service Quality; Higher Education; SERVQUAL; QFD; KANO’s Model; Strategy Formulation;All these keywords.
JEL classification:
- I23 - Health, Education, and Welfare - - Education - - - Higher Education; Research Institutions
- M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
- D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
- O21 - Economic Development, Innovation, Technological Change, and Growth - - Development Planning and Policy - - - Planning Models; Planning Policy
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