Customer Relationships and Experiences
Ten Lessons For Improving Service QualityJan 1, 1993 Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml, 1993, 93-104
Describes ten lessons of service quality that apply across service industries and are essential to service improvement.
The Changing World of Marketing, 1992, 92-112
Summarizes 11 presentations at MSI 30th anniversary conference concerning the changing demands of markets and customers, changing interfaces with customers, and how organizations should handle change.
Conceptualizing and Testing a Dynamic Process Model of Service QualityJan 1, 1992 William Boulding, Richard Staelin, Ajay Kalra, and Valarie A. Zeithaml, 1992, 92-121
Develops and tests an individual-level model of service quality that traces the way customers form and update their perceptions and expectations of service quality.
The Voice of the CustomerJan 1, 1992 Abbie Griffin and John R. Hauser, 1992, 92-106
Quality function deployment has changed the way new products are developed; suggests improved methodology and application of 'voice of the customer' data.
A Framework for Identifying the Legal and Political Risks of Using New Information Technologies To Support Marketing ProgramsJan 1, 1992 Paul N. Bloom, George R. Milne, and Robert Adler, 1992, 92-102
Examines the issue of consumer privacy as well as the possible legal and political risks associated with using new information technologies, such as computer matching and automatic order-entry systems.
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