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مؤلف : Chen، Shun-Hsing ؛ Chen، Ming-Che ؛
مجلة:Supply and Operations Management»November 2014, Volume 1 - Number 3 (14 صفحة - من 314 إلی 327 )
الکلمات المفتاحية:Service QualityimportanceEmployee satisfactionPerformance Control Matrix (PCM)Performance Analysis (IPA)