After-service response in service quality assessment: a real-time updating model approach

Journal of Services Marketing

Volumn 14, Issue 2, 2000, Pages 160-177

  Shaw Ching Liu, Ben ^a   Sudharshan, D ^b   Hamer, Lawrence O ^c  

^a UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

^b UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

^c DEPAUL UNIVERSITY   (United States)

Author keywords

After sales service; Complaints; Consumer behaviour; Customer service; Service quality

Indexed keywords

EID: 84986079175     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040010321000     Document Type: Article

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