How to measure customer service effectively

Managing Service Quality: An International Journal

Volumn 6, Issue 1, 1996, Pages 36-39

  Baggs, Scott C ^a   Kleiner, Brian H ^a  

^a CALIFORNIA STATE UNIVERSITY   (United States)

Author keywords

Customer service; Market share; Measurement; Methods

Indexed keywords

EID: 34249790797     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529610108126     Document Type: Review

References (10)

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3. Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L., “Expectations and norms in models of customer satisfaction”, Journal of Marketing Research, Vol. 24, August 1987, pp. 305-14.
4. Teas, R.E., “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58, January 1994, pp. 132-7.
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6. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58, January 1994, pp. 111-13.
7. Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “More on improving service quality measurement”, Journal of Retailing, Vol. 69 No. 1, Spring 1993, pp. 140-47.
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9. Cronin, J.J. Jr and Taylor, S.A., “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58, January 1994, pp. 125-6.
10. Dalglish, B., “Snoops in the shops, Canadian retailers hire secret agents to check out service”, Maclean's, 19 December 1994, pp. 2-28.