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Autores
Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Service Quality Public Service
Contexto Educativo
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.
Editora
Service quality in public transportation services–aligning the operations perspective with customer expectations