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| Author: | Sampson, S. E. |
| Title: | Ramifications of monitoring service quality through passively solicited customer feedback |
| Journal: | Decision Sciences
1996 : FALL, VOL. 27:4, p. 601-622 |
| Index terms: | CUSTOMERS COMPLAINTS QUALITY SERVICE ECONOMETRIC MODELS |
| Language: | eng |
| Abstract: | It is common for service providers to collect data from customers as part of efforts to monitor quality. Often this data is passively collected. This article compares passive data collection with active methods (e.g. interviews and mail surveys). Passive methods generally have lower response rates and are inherently biased, but have cost and sample frame advantages when used to monitor quality on a continuous basis. Despite the biased nature of passive methods, this article describes the successful validation of a common customer-response model with passively collected empirical data. The model is expanded to consider the impact of complaint and compliment solicitation on customer's evaluation of the service provider. |
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