International Journal of Service Industry Management: Volume 7 Issue 4
Table of contents
A comparison of question scales used for measuring customer satisfaction
Peter J. Danaher, Vanessa HaddrellMany different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and…
The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
Roger HallowellPresents the findings of a study performed on data from a large bank’s retail‐banking operations. Illustrates the relationship of customer satisfaction to customer loyalty, and…
Strategies for globalizing service operations
Curtis P. McLaughlin, James A. FitzsimmonsInternational trade in services is growing rapidly despite many barriers to trade. Consumer services are being established world wide and increasingly business services are…
Planning for service quality: an integrative approach
F. Ian Stuart, Stephen S. TaxStudies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The ensuing costs associated with poor service…