haku: @journal_id 496 / yhteensä: 214
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| Tekijä: | Glynn, W. Brannick, T. |
| Otsikko: | The listening organization: a segmentation approach to service quality information |
| Lehti: | IBAR: Journal of Irish Business and Administrative Research
1999 : VOL. 2:19/20, p. 55-82 |
| Asiasana: | ORGANIZATION SEGMENTATION SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | In today's turbulent business environment, it is becoming increasingly difficult to predict changes with sufficient accuracy and reliability in order to permit a timely response. this difficulty is clearly documented in both the service quality and customer service literature. According to Parasuraman (1995:144), the growing recognition that superior customer service is necessary for competitive differentiation in a wide variety of markets, has spawned considerable practitioner interest in assessing and improving service quality. |
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