TY  - JOUR
AB  - Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies continue to employ many traditional success/failure measures, but that these are gradually being supplemented with new tools as executives begin to realize that strict profitability criteria are no longer enough to gauge the real success of service offerings.
VL  - 10
IS  - 6
SN  - 0887-6045
DO  - 10.1108/08876049610148567
UR  - https://doi.org/10.1108/08876049610148567
AU  - Edgett Scott
AU  - Snow Kim
PY  - 1996
Y1  - 1996/01/01
TI  - Benchmarking measures of customer satisfaction, quality and performance for new financial service products
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 6
EP  - 17
Y2  - 2024/05/06
ER  -