The establishment of appropriate service strategy for banking industry customers with different value. - Shun-Hsing Chen; Chen-Kuo Pai; Fei-Yun Chen (Int. J. Serv. Technol. Manag., 2011)

Application of importance and satisfaction indicators for service quality improvement of customer satisfaction. - Fei-Yun Chen; Shun-Hsing Chen (Int. J. Serv. Technol. Manag., 2014)