Abstract:
The purpose of this paper is to introduce a process for using measures of customer satisfaction and dissatisfaction to focus and direct internal service quality improvements. The paper attempts to build upon the conceptual model of service quality and customer satisfaction proposed by Parasuraman, Zeithaml, and Berry (1985). It also embodies "lessons learned" by the authors from designing and implementing numerous customer satisfaction measurement programs during the past decade.
This could also be of interest:
Research Papers
Unifying measures of customer experience and satisfaction
Catalogue: Congress 2018
Authors: Jeffrey Mercer, Mareth Cordell
Company: GlobeScan Incorporated
September 23, 2018
Videos
Unifying measures of customer experience and satisfaction
Catalogue: Congress 2018
Authors: Jeffrey Mercer, Mareth Cordell
 
September 23, 2018
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