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1 – 1 of 1D. Randall Brandt and Kevin L. Reffett
Proposes that service quality can be improved by focusing on customer problems. Describes aproblem‐centred research program used to establish the types and pervasiveness of…
Abstract
Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical problem areas and to establish service priorities accordingly. Offers recommended guidelines for designing and conducting problem‐centred consumer research.
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