Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/3933
Título: Service quality in public transportation services aligning the operations perspective with customer expectations
Autor: Fonseca, Filipa
Pinto, Sofia
Brito, Carlos
Palavras-chave: Service Quality
Public Service
Data: 2010
Editora: Service quality in public transportation services–aligning the operations perspective with customer expectations
Citação: FONSECA, Filipa (et al.) - Service quality in public transportation services aligning the operations perspective with customer expectations. In 17th International EurOMA Conference, Porto, 6-9 Junho, 2010 - Proceedings of the 17th International EurOMA Conference. 7p.
Resumo: The main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and operational dimensions of service quality are revised, as well as the concept of customer expectations. A model is presented, with the purpose of exploring the mentioned relationship and to guide the empirical study. A metro company in Europe was the core of this exploratory case study.
Peer review: yes
URI: http://hdl.handle.net/10400.14/3933
Aparece nas colecções:FEG - Artigos em actas / Papers in proceedings

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