Listening to the customer - The concept of a service quality information system

Author(s): Parasuraman, A.

Journal/Book: Sloan Manage Rev. 1997; 38: Sloan School Management, 77 Massachusetts Ave, E53-416, Cambridge, MA 02139-4307. Massachusetts Inst Technology. 65-76.

Abstract: To improve service, companies must use multiple research approaches among different customer groups to ensure that they are hearing what customers are saying and responding to their suggestions.

Note: Article Berry LL, Texas A&M Univ, Jc Penney Chair Retailing Studies, College Stn,TX 77843 USA

Keyword(s): COMPARISON STANDARD; EXPECTATIONS; REASSESSMENT

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