TY  - JOUR
AB  - 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.
VL  - 3
IS  - 1
SN  - 0957-4093
DO  - 10.1108/09574099210804778
UR  - https://doi.org/10.1108/09574099210804778
AU  - Sarel Dan
AU  - Zinn Walter
PY  - 1992
Y1  - 1992/01/01
TI  - Customer and Non‐Customer Perceptions of Third Party Services: Are They Similar?
T2  - The International Journal of Logistics Management
PB  - MCB UP Ltd
SP  - 12
EP  - 22
Y2  - 2024/04/19
ER  -