期刊名称：Annals of the University of Oradea : Economic Science
印刷版ISSN：1222-569X
电子版ISSN：1582-5450
出版年度：2009
卷号：XVIII
期号：04
出版社：University of Oradea
摘要：Every company and every team must be concern today about the quality of services because is a perfect correlation
between the level of the ―First Time Service Quality‖ and ―Customer Loyalty‖. We must answer many questions regarding our
customers: Who receives directly the products of services that you produce? How does your customer use that you produce?
What would happen if you did not do your job right? How do your errors affect them? How do you find out if you are not
meeting the needs or requirements of your customers? How far beyond your immediate customer can you trace the effect of
what you do?
关键词：service quality, customers expectations, customer loyalty, service satisfaction survey.
