Improving service quality through managing customer contact: case of airlines

Su Young Hwang, Eun Mi Choung, Je Man Boo, Seung Chul Kim
  • International Journal of Productivity and Quality Management, January 2015, Inderscience Publishers
  • DOI: 10.1504/ijpqm.2015.067763
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http://dx.doi.org/10.1504/ijpqm.2015.067763