A strategic approach to customer satisfaction in the telecommunication service market

Computers and Industrial Engineering

Volumn 33, Issue 3-4, 1997, Pages 825-828

  Hahm, J ^a   Chu, W ^a   Yoon, J W ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

COMPUTER SOFTWARE; DECISION SUPPORT SYSTEMS; MATHEMATICAL MODELS; STATISTICAL METHODS; TOTAL QUALITY MANAGEMENT;

CUSTOMER SATISFACTION MANAGEMENT; TELECOMMUNICATIONS INDUSTRY;

TELECOMMUNICATION SERVICES;

EID: 0031335122     PISSN: 03608352     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0360-8352(97)00258-1     Document Type: Article

References (7)

1. Cronin J. Joseph and Steven A. Taylor (1992), "Measuring Service Qualiy: A Reexamination and Extension," Journal of Marketing, 6(3), 55-68.
2. Douligeris, C. and I.J. Pereira (1994), "A Telecommunications Quality Study Using the Analytic Hierarchy Process," IEEE Journal on Selected Areas in Communications, 12(2), Feb.
3. Hudepohl, J.P. (1990), "Measurement of Software Service Quality for Large Telecommunication Systems," IEEE Journal on Selected Areas in Communications, 8(2), Feb.
4. Kotler, P. (1991), Marketing Management, 7th edition, Prentice Hall.
5. Parasuraman, A., Valerie Zeithaml, and Leonard Berry (1988), "SERVQUAL: A Multi Item Scale for Measuring Consumer Perception of Service Quality," Journal of Retailing, 64(Spring), 12-40.
6. Richters, J.S. and C.A. Dvorak (1988), "A Framework for Defining the Quality of Communications Services," IEEE Communications Magazine, Oct.
7. Shapiro B. and T. Bonoma (1984), "How to Segment Industrial Markets," Harvard Business Review, 62(3), 104-110.