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| Author: | Zeithaml, V. A. |
| Title: | Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn |
| Journal: | Journal of the Academy of Marketing Science
2000 : VOL. 28:1, p. 67-85 |
| Index terms: | SERVICE QUALITY PROFITABILITY CUSTOMERS |
| Language: | eng |
| Abstract: | This article synthesizes recent evidence and identifies relationships between service quality and profits that have been and need to be examined. The article views the literature in six categories: (1) direct effects of service quality on profits; (2) offensive effects; (3) defensive effects; (4) the link between perceived service quality and purchase intentions; (5) customer and segment profitability; and (6) key service drivers of service quality, customer retention, and profitability. In each category, the author identifies what is known and then suggests an agenda of relationships needing validation and questions needing answers. The article is organized around a conceptual framework linking the six topics. |
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