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Understanding Customer Quality Requirements · Study

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ArticleUnderstanding Customer Quality Requirements

Eric Hansen1999

Article1999

Understanding Customer Quality Requirements

Eric Hansen · Robert J. Bush

150 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Quality and Supply Management Management Systems and Quality Improvement

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1984A Service Quality Model and its Marketing Implications 1985Survey Research Methods.1977Marketing Research: Methodological Foundations 1977Importance-Performance Analysis 1952Quality-Control Handbook.1996A measure of service quality for retail stores: Scale development and validation

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2006Back-propagation neural network based importance–performance analysis for determining critical service attributes 2009Using BPNN and DEMATEL to modify importance–performance analysis model – A study of the computer industry 2012Enhancing service quality improvement strategies of fine-dining restaurants: New insights from integrating a two-phase decision-making model of IPGA and DEMATEL analysis 2014Investigating the different approaches to importance–performance analysis 2008An application of importance-performance analysis (IPA) to the management of sport centres

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Details

Year1999

Typearticle

Published1999-03-01

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations150

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0019-8501(98)00007-8

openalex_workW22120743

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2008Fuzzy neural based importance-performance analysis for determining critical service attributes

2008Fuzzy importance‐performance analysis for determining critical service attributes

2007Mediating effects of relationship quality on customer relationships: an empirical study in Hong Kong