Service quality: gaps in the Malaysian telemarketing industry

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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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Bibliographic Details
Main Authors:	Mohd Kassim, Norizan, Bojei, Jamil
Format:	Article
Language:	English
Published:	Elsevier 2002
Online Access:	http://psasir.upm.edu.my/id/eprint/112413/ http://psasir.upm.edu.my/id/eprint/112413/3/112413.pdf

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