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Research papers

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

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...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Authors: Randall Brandt, Charles Cooler-De Solliers
Company: Burke, Inc.
September 8, 1991
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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 April 28, 2024, from


https://ana.esomar.org/documents/a-process-for-using-measures-of-customer-satisfaction-to-direct-service-quality-improvements-