考虑顾客给出服务期望容忍区间的服务质量评价方法

张重阳1，樊治平1，于超1，徐皓2

A Service Quality Evaluation Method Considering the Tolerance Zones of Service Aspirations Provided by Customers

ZHANG Chongyang1, FAN Zhiping1, YU Chao1, XU Hao2

工业工程 . 2016, (2): 88 -94 .