Customer Relationships and Experiences
Evaluating Development Processes: QFD as an ExampleJan 1, 1991 Abbie Griffin, 1991, 91-121
Based on data from nine American firms this study compares results of quality function deployment projects with those of Japanese counterparts.
The Nature and Determinants of Customer Expectations of ServiceJan 1, 1991 Valarie Zeithaml , Leonard Berry, and A. Parasuraman, 1991, 91-113
Builds on previous work and develops a conceptual model that specifies three types of customer expectations of service: desired, adequate, and predicted.
Applying Targeted-Marketing Principles to Consumer DurablesJan 1, 1991 Barry L. Bayus, 1991, 91-108
Presents an approach to developing targeted-marketing strategies for durable goods using models for identifying household segments with different purchase potentials.
An Empirical Examination of Relationships in an Extended Service Quality ModelJan 1, 1990 A Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml, 1990, 90-122
Examines the soundness of the service quality model developed previously; tests extend of gaps between customer evaluations, management perceptions, service standards, and service delivery.
The Effects of Perceived Control and Customer Crowding on the Service ExperienceJan 1, 1990 John E. G. Bateson and Michael K. M. Hui, 1990, 90-105
Reports on a laboratory experiment that explores consumers' psychological and behavioral responses to crowding and choice in a service setting.
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