Jeh-Nan Pan, Tzu-Chun Kuo. Developing a new key performance index for measuring service quality. Industrial Management and Data Systems, 110(6):823-840, 2010. [doi]
@article{PanK10,
title = {Developing a new key performance index for measuring service quality},
author = {Jeh-Nan Pan and Tzu-Chun Kuo},
year = {2010},
doi = {10.1108/02635571011055072},
url = {http://dx.doi.org/10.1108/02635571011055072},
researchr = {https://researchr.org/publication/PanK10},
cites = {0},
citedby = {0},
journal = {Industrial Management and Data Systems},
volume = {110},
number = {6},
pages = {823-840},
}