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Research papers

Lessons from a ten-year study of service quality in America

Excellent service is a profit strategy, and it is more fun. Excellent service is a profit strategy because it results in more new customers, more business with existing customers, fewer lost customers, more insulation from price competition, fewer...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Author: Leonard L. Berry
June 15, 1992
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Citation

Berry, L. L. (1992a, June 15). Lessons from a ten-year study of service quality in America. ANA - ESOMAR. Retrieved May 17, 2024, from


https://ana.esomar.org/documents/lessons-from-a-ten-year-study-of-service-quality-in-america