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| Tekijä: | Berry, L. L. Parasuraman, A. |
| Otsikko: | Listening to the customer. The concept of a service quality information system (Marketinginformationssystem) |
| Lehti: | Sloan Management Review
1997 : SPRING, VOL. 38:3, p. 65-76 |
| Asiasana: | |
| Vapaa asiasana: | UNTERNEHMENSSTRATEGIE, INFORMATIONSSYSTEM, KUNDENDIENST, KUNDE |
| Kieli: | eng |
| Tiivistelmä: | This paper discusses the concept of a service quality information system and argues that companies need to establish ongoing listening systems using multiple methods among different customer groups. The use of multiple research approaches is necessary because each approach has limitations as well as strengths. Continuous data collection and dissemination informs and educates decision makers about customers' shifting service priorities and declining or improving performance in the company's or the competitors' service. |
SCIMA