HİZMET KALİTESİNİN ÖNEM-PERFORMANS ANALİZİ İLE ÖLÇÜLMESİ: AFYONKARAHİSAR KAFE İŞLETMELERİ ÜZERİNE BİR UYGULAMA (MEASURING SERVICE QUALITY WITH IMPORTANCE-PERFORMANCE ANALYSIS: AN APPLICATION ON AFYONKARAHİSAR CAFE BUSINESSES)
İsa YAYLA, Hüseyin PAMUKÇU, Erdem BAYDENİZ, Turgut TÜRKOĞLU
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