Customer Relationships and Experiences
Quality and Customer Service: The Critical Focus for a FirmMichael Guiry, 1989, 89-117
Summarizes 10 conference presentations regarding managing quality, building customer relationships, and coordinating various internal functions.
Toward Understanding and Controlling Customer Dissatisfaction With WaitingJan 1, 1989 Elizabeth C. Clemmer and Benjamin Schneider, 1989, 89-115
Evaluates the effectiveness of three social-psychological strategies for reducing customer dissatisfaction with waiting time.
Defining and Relating Price, Perceived Quality, and Perceived ValueJan 1, 1987 Valarie A. Zeithaml, 1987, 87-101
Relates concepts of price, perceived quality, and perceived value; relates them in a model and develops 22 researchable propositions.
Communication and Control Processes in the Delivery of Service QualityJan 1, 1987 Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, 1987, 87-100
Develops a model of how organization processes affect service quality; discusses how measures might be developed and how the model might be tested empirically.
SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service QualityJan 1, 1986 A. Parasuraman, Valarie Zeithaml, and Leonard L. Berry, 1986, 86-108
Uses earlier qualitative research to develop and refine a 26-item instrument for assessing customer perceptions of the quality of a service firm.
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