Mejoramiento de la c alidad de servicios mediante el modelo de las discrepancias entre las expectativas de los clientes y las percepciones de la empresa (Improvement of service quality through the discrepancy model between the expectations of the customers and the perceptions of the company)

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Daena 3 (1):1-64 (2008)
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Jose Luis Pio Abreu
Universidade de Coimbra

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