Sequential service quality in service encounter chains: case studies
Article Abstract:
The management of sequential customer service quality in service-encounter chains is discussed, by focusing on two case studies of Swedish automotive industry.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
Sweden, Services information, Motor Vehicles and Equipment, Case studies, Services, Transportation equipment industry, Customer relationship management, Automotive industry
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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Service quality, customer satisfaction, and behavioral intentions in the service factory
Article Abstract:
The service quality factors that determine customer behavior and satisfaction levels in services industry are examined.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
Consumer Behavior, Evaluation, Measurement, Customer satisfaction, Consumer behaviour
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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An empirical assessment of comparative approaches to service quality measurement
Article Abstract:
The feasibility of methods such as modified gap model, to measure quality of customer service, is examined.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
Analysis
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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Subjects list: Quality management, Customer service, Support services, United States
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