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Customer and Non‐Customer Perceptions of Third Party Services: Are They Similar?

Dan Sarel (University of Miami)
Walter Zinn (University of Miami)

The International Journal of Logistics Management

ISSN: 0957-4093

Article publication date: 1 January 1992

Abstract

Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non‐customer input to customer service surveys. Findings indicate that perceptions of customers and non‐customers both on service importance and on firm performance can be significantly different. This research also examines the special requirements needed to apply results of customer service surveys in Latin America. Finally, a method for the simultaneous evaluation of multiple competitors is recommended. Strategies for developing competitive advantage based on the findings are discussed.

Keywords

Citation

Sarel, D. and Zinn, W. (1992), "Customer and Non‐Customer Perceptions of Third Party Services: Are They Similar?", The International Journal of Logistics Management, Vol. 3 No. 1, pp. 12-22. https://doi.org/10.1108/09574099210804778

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited