Measuring service quality in b2b services: an evaluation of the SERVQUAL scale vis-a-vis
Article Abstract:
A study developing a method of assessing the customer service quality in business to business markets is presented. This method is compared to the existing SERVQUAL scale.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
United Kingdom, Analysis, Customer service, Business-to-business market, Business to business market, Support services
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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Gender bias in customer evaluations of service quality: an empirical investigation
Article Abstract:
Customer preferences in service quality evaluation and the role of gender bias in this are analyzed.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
Influence, Consumer preferences, Sexism
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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The impact of affect on service quality and satisfaction: the moderation of service contexts
Article Abstract:
The influence of service quality management on modern services industry is evaluated.
Publisher: Emerald Group Publishing, Ltd.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
Customer satisfaction
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2006
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Comment about this article or add new information about this topic:
Subjects list: Quality management, Services industry, Service industries, Customer relations, United States, Evaluation
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