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影響電信使用者之服務品質研究

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表 2-1 針對各種不同研究領域提出的「服務品質概念」理論發展(續)  提出者及年代  主旨  杉本臣夫 (1986)  1.    杉本臣夫提出五類服務品質,如下:    2
圖 2-1  服務品質缺口模式觀念性架構

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