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Crosby, Leon B., Raffaele Devito and J. Michael Pearson. Manage Your Customers' Perception of Quality. Review of Business, 24(1):18.
Library Services Performance
Parasuraman, A., Zeithaml, V. A. and L. L. Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1):12.
Library Services Performance
Watson, D and Williams, J. (2001) Perceptions of the Quality of Health Care in the Public and Private Sector in Ireland (Report to The Centre for Insurance Studies, Graduate Business School, University College Dublin). Dublin: ESRI
Irish Healthcare
Johnson, J.J. (2000). "Differences in supervisor and non-supervisor perceptions of quality culture and organizational climate." Public Personnel Management, 29(1):119
Organizational Rewards System
"Similar perceptions of quality of life across Europe, February 2004". Retrieved April 25, 2005 from http://www.eurofound.eu.int/publications/files/EF0442EN.pdf
Emotional Labor and the Hospitality Industry
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