Abstract
Throughout the 1990’s, the importance of quality management has increased for organizations and has by now become one of the cornerstones of company policies. Nowadays, customers have specific expectations with regard to the quality of the service they receive. Especially in relation to the competition, this makes on-going improvements necessary.
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© 2004 Springer-Verlag Berlin Heidelberg
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Capell, A. (2004). Haspa Quality — from Customer Satisfaction to Customer Retention. In: Scharioth, J., Huber, M. (eds) Achieving Excellence in Stakeholder Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24692-3_5
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DOI: https://doi.org/10.1007/978-3-540-24692-3_5
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-00255-0
Online ISBN: 978-3-540-24692-3
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