Focusing on customer problems to improve service quality

David Randall Brandt · Kevin L. Reffett

66 citations0/0 files storedJournal of Services Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical problem areas and to establish service priorities accordingly. Offers recommended guidelines for designing and conducting problem‐centred consumer research.

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1993Improving Classroom Communication: The Case of the Course Syllabus 1991Qualitätssicherung im Dienstleistungsmarketing — eine Einführung in die theoretischen und praktischen Probleme 2001The Impact of Critical Incidents on Customer Satisfaction in Business-to-Business Relationships 2002Phenomenology of Aesthetic Organising--Ways Towards Aesthetically Responsive Organizations 1994Improving service quality in an industrial setting 2018Customer satisfaction and ISO 9001 improvement requirements in the supply chain 2003Tipping behaviour: a disconfirmation of expectation perspective 1996Service quality: The construct, its dimensionality and its measurement

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