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1. Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context
Magister-uppsats, Handelshögskolan vid Umeå universitetSammanfattning : The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. LÄS MER
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