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Service quality in public transportation services aligning the operations perspective with customer expectations

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dc.contributor.authorFonseca, Filipa
dc.contributor.authorPinto, Sofia
dc.contributor.authorBrito, Carlos
dc.date.accessioned2011-01-07T09:48:42Z
dc.date.available2011-01-07T09:48:42Z
dc.date.issued2010
dc.description.abstractThe 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.por
dc.identifier.citationFONSECA, 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.por
dc.identifier.urihttp://hdl.handle.net/10400.14/3933
dc.language.isoengpor
dc.peerreviewedyespor
dc.publisherService quality in public transportation services–aligning the operations perspective with customer expectationspor
dc.subjectService Qualitypor
dc.subjectPublic Servicepor
dc.titleService quality in public transportation services aligning the operations perspective with customer expectationspor
dc.typeconference object
dspace.entity.typePublication
rcaap.rightsopenAccesspor
rcaap.typeconferenceObjectpor

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