Probing user perceptions of service quality: using focus groups to enhance quantitative surveys

Performance Measurement and Metrics

Volumn 3, Issue 2, 2002, Pages 78-84

  Crowley, Gwyneth H ^a   Gilreath, Charles L ^b  

^a BARD COLLEGE   (United States)

^b TEXAS A AND M UNIVERSITY   (United States)

Author keywords

Customer satisfaction; Focus groups; Service quality

Indexed keywords

EID: 84986079173     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678040210429973     Document Type: Article

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