Table of contents
Measuring service quality: a systems approach
Rose L. Johnson, Michael Tsiros, Richard A. LancioniInitially, development of theory and processes for the evaluationof service quality lagged behind that for evaluating product quality.Even now, service quality measurement is…
6339
Waiting time delays and customer satisfaction in supermarkets
Gail Tom, Scott LuceyDescribes a laboratory study which tested the effect of customerattributions on customer satisfaction, both with the checker and withthe store. Tests were carried out for…
9018
(Dis)satisfaction with public services: the case of public transportation
Tor Wallin AndreassenPublic services are offered to the public based on the principle ofequality. Private services on the other hand are based ondifferentiation. These differences raise the question…
8670
Positioning your service to target key buying influences: the case of referring physicians and hospitals
Rajshekhar G. Javalgi, W. Benoy Joseph, William R. GombeskiPositioning analysis is based traditionally on customerperceptions. However, when a service depends on referrals to attractcustomers, positioning analysis should recognize the…
3175
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum