search query: @author Estelami, H. / total: 4
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| Author: | Hurley, R. Estelami, H. |
| Title: | Alternative indexes for monitoring customer perceptions of service quality: a comparative evaluation in a retail context |
| Journal: | Journal of the Academy of Marketing Science
1998 : SUMMER, VOL. 26:3, p. 209-221 |
| Index terms: | EVALUATION CONSUMERS SERVICE QUALITY |
| Language: | eng |
| Abstract: | Customer satisfaction and service quality measures obtained through consumer surveys invariably have skewed distributions. As such, researchers have questionned the appropriateness of the popular approach of using the mean rating to summarize such data. However, no detailed study on this topic has yet been conducted. In two independent studies, the relative validity of the various indexes that can be used to summarize consumers' service quality ratings are examined. |
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