Institutionalising customer-driven learning through fully integrated customer feedback systems

Managing Service Quality: An International Journal

Volumn 10, Issue 4, 2000, Pages 205-215

  Wirtz, Jochen ^a   Tomlin, Monica ^a  

^a NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

Customer orientation; Customer satisfaction; Learning; Service quality

Indexed keywords

EID: 84986169784     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520010341654     Document Type: Article

References (3)

1. Baker, W.E. and Sinkula, J.M. (1999), “The synergistic effect of market orientation and learning orientation on organizational performance”, Journal of the Academy of Marketing Science, Vol. 27 No. 4, pp. 411-27.
2. Berry, L.L. and Parasuraman, A. (1997), “Listening to the customer – the concept of a service-quality information system”, Sloan Management Review, Spring, pp. 65-76.
3. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.