Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints
Volume: 15, Issue: 7, Pages: 264 - 278
Published: Dec 1, 1997
Abstract
Customer satisfaction is increasingly considered to be a basic determinant of business success, one that has considerable effect on firm performance (customer retention, re‐purchase and profitability). Seeks to add to previous but limited attempts to assess the service providers’ understanding of the satisfaction of their customers. The indirect assessment of customer satisfaction draws on management’s ability to differentiate between the...
Paper Details
Title
Another look into the agenda of customer satisfaction: focusing on service providers’ own and perceived viewpoints
Published Date
Dec 1, 1997
Volume
15
Issue
7
Pages
264 - 278
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