The DOI matches its Crossref record.
Delivering quality service : balancing customer perceptions and expectations
Abstract
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.
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Service quality delivery through web sites: a critical review of extant knowledge
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/009207002236911 · Cited by 2,729
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583
Customer-based corporate reputation of a service firm: scale development and validation
Walsh, G., & Beatty, S. E. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0015-7 · Cited by 899
Hazen, B. T., Boone, C. A., Ezell, J. D., & Jones-Farmer, L. A. (2014) · International Journal of Production Economics · doi:10.1016/j.ijpe.2014.04.018 · Cited by 863
Service portraits in service research: a critical review
Edvardsson, B., Gustafsson, A., & Roos, I. (2005) · International Journal of Service Industry Management · doi:10.1108/09564230510587177 · Cited by 763
On the relationship between perceived service quality, service loyalty and switching costs
de Ruyter, K., Wetzels, M., & Bloemer, J. (1998) · International Journal of Service Industry Management · doi:10.1108/09564239810238848 · Cited by 564
Gaining competitive advantage through customer value oriented management
Huber, F., Herrmann, A., & Morgan, R. E. (2001) · Journal of Consumer Marketing · doi:10.1108/07363760110365796 · Cited by 355
Bowling, A., Rowe, G., Lambert, N., Waddington, M., Mahtani, K., Kenten, C., Howe, A., & Francis, S. (2012) · Health Technology Assessment · doi:10.3310/hta16300 · Cited by 326
Measuring Service Quality in the Banking Industry: A Hong Kong Based Study
Lau, M. M., Cheung, R., Lam, A. Y. C., & Chu, Y. T. (2013) · Contemporary Management Research · doi:10.7903/cmr.11060 · Cited by 159
Case study—Embodied virtual agents: An analysis on reasons for failure
Ben Mimoun, M. S., Poncin, I., & Garnier, M. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.07.006 · Cited by 136
Kingma, B., & McClure, K. (2015) · College & Research Libraries · doi:10.5860/crl.76.1.63 · Cited by 38
Terblanche, N. S., & Boshoff, C. (2006) · South African Journal of Business Management · doi:10.4102/sajbm.v37i3.603 · Cited by 35
Handling consumer messages on social networking sites: Customer service or privacy infringement?
Demmers, J., van Dolen, W. M., & Weltevreden, J. W. J. (2018) · International Journal of Electronic Commerce · doi:10.1080/10864415.2018.1396110 · Cited by 33
Metadata
- Venue
- Choice Reviews Online
- Publisher
- American Library Association
- Published
- 1990-09-01
- Volume
- 28
- Issue
- 01
- Pages
- 28-0390-28-0390
- ISSN
- 0009-4978
- 1523-8253
- Cited by
- 34
- References
- 0
- Language
- en
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