Considers the relationship between customer attitudes and actual performance. Explores transforming customer satisfaction indicators into factual service performance measurements. Stresses that the customer satisfaction survey is an indicator and examines the relationship between these indications and actual performance, asserting they must be correlated to an appropriate set of performance measurements. Distinguishes between measurement of customer satisfaction and measurement of service performance. Emphasises that measurement of customer satisfaction on its own is of less value and effectiveness than an approach which uses performance measurement, including quality and customer satisfaction measurements. Summarizes that customer satisfaction requires a number of ingredients, only a few of which can be accurately measured, but all need to be considered.
Duffy, J. (1991), "It is of no use...!", Managing Service Quality: An International Journal, Vol. 1 No. 3, pp. 145-147. https://doi.org/10.1108/EUM0000000003139
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