haku: @author Johnston, R. / yhteensä: 8
viite: 2 / 8
| Tekijä: | Johnston, R. |
| Otsikko: | The determinants of service quality: satisfiers and dissatisfiers |
| Lehti: | International Journal of Service Industry Management
1995 : VOL. 6:5, p. 53-71 |
| Asiasana: | BANKING PERFORMANCE MEASUREMENT UNITED KINGDOM |
| Kieli: | eng |
| Tiivistelmä: | This article briefly describes five current debates in the service quality literature. One debate, of importance to operations academics and managers, is the identification of the determinants of service quality. The article seeks to investigate whether there are some quality determinants that are predominantly satisfiers and others that are predominantly dissatisfiers. The analysis is based on 579 anecdotes, from personal account customers of a major UK bank, collected using the critical incident technique. The predomionantly satisfying determinants are attentiveness, responsiveness, care and firendliness. |
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