TY  - JOUR
AB  - 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.
VL  - 1
IS  - 3
SN  - 0960-4529
DO  - 10.1108/EUM0000000003139
UR  - https://doi.org/10.1108/EUM0000000003139
AU  - Duffy Jim
PY  - 1991
Y1  - 1991/01/01
TI  - It is of no use...!
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 145
EP  - 147
Y2  - 2024/04/19
ER  -