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Journal of the Chinese Institute of Industrial Engineers Volume 28, 2011 - Issue 2: Service science – the trend and the future core
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Original Articles

Service quality management by expanded traditional importance–performance analysis

重要度-績效擴展分析模式(Expanded-IPA)運用於服務業品質管理

游崑慈 慈濟技術學院資訊工程系 沈群英* 清雲科技大學企業管理系暨經營管理研究所 32023桃園縣中壢市健行路229號

Kun-Tzu Yu Department of Information Engineering and Informatics, Tzu Chi College of Technology, 880, Sec. 2, Chien-kuo Road, Hualien City, Taiwan 97005, Republic of China
&
Chun-Ying Shen Department of Business Administration, Ching Yun University, 229, Chien-Hsin Road, Jung-LI, Taoyuan, Taiwan 32023, Republic of ChinaCorrespondence[email protected]
Pages 146-154 | Received 15 May 2010, Accepted 15 Nov 2010, Published online: 02 Feb 2011

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