haku: @indexterm SEX DISCRIMINATION / yhteensä: 257
viite: 31 / 257
| Tekijä: | Odekerken-Schroeder, G. |
| Otsikko: | Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations |
| Lehti: | European Journal of Marketing
2000 : VOL. 34:1/2, p. 107-125 |
| Asiasana: | CUSTOMERS SEX DISCRIMINATION EVALUATION |
| Kieli: | eng |
| Tiivistelmä: | It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper the authors merge both methods for assessing service quality in a professional services context. |
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