Working Papers

Getting Returns from Service Quality: Is the Conventional Wisdom Wrong?

Roland T. Rust, Christine Moorman, and Peter R. Dickson

Jan 1, 2000

Uses survey of managers and secondary data across industries to examine the impact on customer relationship and financial outcomes of service quality improvements that (1) emphasize revenue expansion, (2) emphasize efficiency and cost reduction, and (3) emphasize both revenue expansion and cost reduction simultaneously. MSI Best Paper Award Winner

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