Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
Publisher: Marketing Science Institute
Published: April 1, 2004
Language: eng
Format: Paperback
Number of pages: 86
ISBN-13: 9780965711432
Subjects: Customer Service; Business & Investing / Marketing; Business / Economics / Finance
First sentence: Early writing on the topic of service quality suggested that perceived service quality results from a comparison of what customers feel a service provider should offer (i.e., their expectations) with how the provider actually performs (Grönroos 1982; Lehtinen and Lehtinen 1982; Lewis and Booms 1983; Sasser, Olsen, and Wyckoff 1978).