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| Author: | Odekerken-Schroeder, G. |
| Title: | Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations |
| Journal: | European Journal of Marketing
2000 : VOL. 34:1/2, p. 107-125 |
| Index terms: | CUSTOMERS SEX DISCRIMINATION EVALUATION |
| Language: | eng |
| Abstract: | It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper the authors merge both methods for assessing service quality in a professional services context. |
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