haku: @author Wetzels, M. / yhteensä: 9
viite: 9 / 9
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| Tekijä: | Wetzels, M. |
| Otsikko: | Measuring customer service quality in international marketing channels: a multimethod approach |
| Lehti: | Journal of Business and Industrial Marketing
1995 : VOL. 10:5, p. 50-59 |
| Asiasana: | MARKETING MEASUREMENT CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | The measurement of perceived service quality using SERVQUAL approach has been criticized by a number of authors recently. This criticism concerns th conceptual basis of this methodology as well as its empirical operationalization. This article presents a complementary approach to measuring service quality based on conjoint analysis. The article discusses the application of both SERVQUAL and conjoint analysis in the context of measuring customer service quality in international marketing channels. |
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