Customer satisfaction data on service quality: collection and analysis by different types of service firms
by Sidhartha R. Das, Cem Canel
International Journal of Services Technology and Management (IJSTM), Vol. 7, No. 4, 2006

Abstract: This research presents the results of a study that examines the extent to which different types of service firms utilise customer satisfaction data obtained by formal feedback mechanisms. It first classifies service firms into different categories or types by using well-known service classification models that are described in the literature. Data obtained from a survey is then used to test a set of hypotheses regarding the extent to which different types of service firms collect and analyse customer satisfaction data related to service quality.

Online publication date: Tue, 03-Oct-2006

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