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| Author: | Stauss, B. Weinlich, B. |
| Title: | Process-oriented measurement of service quality: Applying the sequential incident technique |
| Journal: | European Journal of Marketing
1997 : 31:1/2, p. 33-55 |
| Index terms: | CUSTOMERS SERVICE MEASUREMENT CONSUMPTION CONSUMER SATISFACTION |
| Language: | eng |
| Abstract: | This article presents the current state of methodological discussion on the measurement of perceived service quality. Attribute -based methods and the sequential incident technique (SIT) are described. The basic assumptions and the concept of SIT are outlined, and an empirical SIT study applied to measure the quality of perception of guests in club resort, is described. The SIT seems to be valuable with other, more traditional quality measurement methods. |
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