Please use this identifier to cite or link to this item:
|Title:||Customer metrics, Waits and Anxiety in Multi-Stage Services|
|Authors:||Bergh, D G von|
|Publisher:||Open Universiteit Nederland|
|Abstract:||this thesis seeks to determine how the various waits during the stages of multi-stage services influence the customer metrics based on the Hierarchical Service Quality Model (HSQM)linked to its customers.|
|Appears in Collections:||MSc Management Science|
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.