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Breaking the Cycle of Failure in Services · Study

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ArticleBreaking the Cycle of Failure in Services

Leonard A. Schlesinger1991

Article1991

Breaking the Cycle of Failure in Services

Leonard A. Schlesinger · James L. Heskett

371 citations·0/0 files stored

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

Abstract

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Citations in this library

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Cited by

2011An Employment Systems Approach to Turnover: Human Resources Practices, Quits, Dismissals, and Performance 2005Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty 2004The relative influence of organisational commitment and job satisfaction on service quality of customer‐contact employees in banking call centres 1998Productivity, quality and relationship marketing in service operations 2000Applying the service profit chain in a retail environment 2005Customer service quality in the Greek Cypriot banking industry 1999The loyalty ripple effect 2016Revisiting customers' perception of service quality in fast food restaurants

Details

Year1991

Typearticle

Published1991-04-15

Languageen

Citations371

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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openalex_workW4323145

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