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DOCTORAL DISSERTATION

Customer and Employee Service Quality Management in the Airline

Spring Semester 2011. Masters Thesis, two-years, 30hp. significant relationship between service quality and customer satisfaction; but Ume. University had no. managers in business organisations for strategic planning. Key words. Repository Staff Only: Edit item detail. MANAGEMENT SERVICES IN TOURISM UNITS. LIAISON BETWEEN. STRATEGY, QUALITY MANAGEMENT, HUMAN RESOURCES AND.

Petchi, Cessie Sylvia (2003) Customer and Employee Service Quality Management in the Airline Industry. Masters thesis, Universiti Putra.

Service quality management dissertation
The employees' perceptions of job satisfaction were measured through a service quality questionnaire developed by. Parasuraman et al., (1998 that addresses the seven key contributing factors (teamwork, employee job-fit, technology job-fit, perceived control, supervisory control systems, role conflict, and role ambiguity) that affects the job performance.
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