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      Qualitätsmanagement für Dienstleister 

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      Publisher: Springer Berlin Heidelberg

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          The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

          Mary Bitner, Bernard Booms, Mary Tetreault (1990)
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            Managing the Software Process

            W.S. Humphrey, WS Humphrey, W. Humphrey … (1989)
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              Dienstleistungsqualität aus Kundensicht

              Bert Hentschel (1992)
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                Publication date (Print): 2000
                Pages: 192-197
                DOI: 10.1007/978-3-642-59793-0_8
                SO-VID: 554d1874-e8b1-434b-a80a-a9659210e26b
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