Service quality: gaps in the Malaysian telemarketing industry
Facing many rapid changes and challenges in the dynamic information technology environment, and the ever-increasing competitive pressures, many firms in telemarketing services have employed service quality as a principle competitive weapon. This study investigates the discrepancy between customer�...
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| Format: | Article |
| Language: | English |
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2002
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| Online Access: | http://shdl.mmu.edu.my/2627/ http://shdl.mmu.edu.my/2627/1/1887.pdf |