SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Customer costs of service quality: A critical incident study · Study

ChapterShelves

ChapterCustomer costs of service quality: A critical incident study

William E. Youngdahl1994

Chapter1994

Customer costs of service quality: A critical incident study

William E. Youngdahl · Deborah L. Kellogg

16 citations·0/0 files stored·Advances in services marketing and management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

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

Abstract

No abstract was published for this record.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 16 citations exist upstream.

References

1954The critical incident technique.1968The Discovery of Grounded Theory: Strategies for Qualitative Research 1990Zero defections: quality comes to services.2007Critical Incident Technique 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990The profitable art of service recovery.1990Service Breakthroughs: Changing the Rules of the Game 1964Studies in the reliability and validity of the critical incident technique.

Cited by

2004The Critical Incident Technique in Service Research 2014An Audience-Centric Approach for Museums Sustainability

Related works

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

1997The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspectivearticle · 8 shared references 1995Customer Switching Behavior in Service Industries: An Exploratory Studyarticle · 7 shared references 2000Critical service features in group package tour: An exploratory researcharticle · 6 shared references 2003Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategiesarticle · 6 shared references 1998The critical incident technique in hospitality research: an illustration from the UK lodge sectorarticle · 6 shared references 1998Service problems and recovery strategies: an examination of the critical incident technique in a business‐to‐business marketarticle · 6 shared references

Details

Year1994

Typechapter

Published1994-01-01

VenueAdvances in services marketing and management

ISSN-L1067-5671

Languageen

Citations16

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/s1067-5671(94)03017-0

openalex_workW2476494508

Links

Imported from OpenAlex (CC0) — nothing here is generated.