出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer perceived value, customer satisfaction, customer loyalty and customer service recovery; in the backdrop of e-services in Catalonia (Spain).
关键词：ISO 9001; Customer service quality; Customer satisfaction; Customer loyalty; Service recovery
