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Enhancing professional service quality: feedback is the way to go

Allan H. Church (Principal of W. Warner Burke Associates, Inc., Pelham, New York, USA, providing consultation to businesses in the areas of managerial and leadership feedback, culture assessment, and organization development.)
Miriam Javitch (Has been an organizational and management consultant to a variety of organizations in both the private and public sectors. She is also a member of the Organization Development Network and the American psychological Association and is based in the Department of Social, Organizational and Counselling Psychology at Teachers College, Columbia University, New York, USA.)
W. Warner Burke (President of W. Warner Burke Associates, Inc., and Professor of Psychology and Education and Co‐ordinator for the Graduate Program in Social‐Organizational Psychology at Teachers College, Columbia University, New York, USA.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1995

1184

Abstract

Professional service organizations continue to face increasingly competitive markets. In this situation the key to profitability growth is client loyalty which depends on client satisfaction. Demonstrates how to go about assessing client satisfaction – short of face‐to‐face confrontation. To this end recommends a policy of individualized feedback and illustrates this with an example from a professional service firm. Described as the 450° feedback process, it provides partners with internal (in‐house) and external (clients) perceptions of service relationships, leading to improvement in client satisfaction and loyalty.

Keywords

Citation

Church, A.H., Javitch, M. and Warner Burke, W. (1995), "Enhancing professional service quality: feedback is the way to go", Managing Service Quality: An International Journal, Vol. 5 No. 3, pp. 29-33. https://doi.org/10.1108/09604529510087446

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited

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