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A process for using measures of customer satisfaction to direct service quality improvements

Date of publication: September 8, 1991

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe

Company:

Authors: Randall Brandt, Charles Cooler-De Solliers

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.

Randall Brandt

Author

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Charles Cooler-De Solliers

Author

This is a long description of some author details.

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Citation

Brandt and Cooler-De Solliers (1991a, September 08). A process for using measures of customer satisfaction to direct service quality improvements . ANA - ESOMAR. Retrieved May 13, 2025, from


https://ana.esomar.org/documents/unifying-measures-of-customer-experience-and-satisfaction