EurekaMag.com logo
+ Site Statistics
References:
47,893,527
Abstracts:
28,296,643
+ Search Articles
+ Subscribe to Site Feeds
EurekaMag Most Shared ContentMost Shared
EurekaMag PDF Full Text ContentPDF Full Text
+ PDF Full Text
Request PDF Full TextRequest PDF Full Text
+ Follow Us
Follow on FacebookFollow on Facebook
Follow on TwitterFollow on Twitter
Follow on Google+Follow on Google+
Follow on LinkedInFollow on LinkedIn

+ Translate

Basing service management on customer determinants


, : Basing service management on customer determinants. Cornell Hotel and Restaurant Administration Quarterly 37(3): 18-23

The article discusses a process for identifying discrete customer decision variables, using the model of the quick-service pizza delivery business. Information was derived from surveys of 128 residents of a large metropolitan area in the USA.


Accession: 002763116

Submit PDF Full Text: Here


Submit PDF Full Text

No spam - Every submission is manually reviewed

Due to poor quality, we do not accept files from Researchgate

Submitted PDF Full Texts will always be free for everyone
(We only charge for PDFs that we need to acquire)

Select a PDF file:
Close
Close

Related references

Verma, R.T.ompson, G., 1996: Basing service management on customer determinants: the importance of hot pizza. By studying how customers react to paired sets of product and service attributes, a manager can focus on factors that determine purchases. The procedure, known as "discrete-choice analysis" (DCA), begins with an assessment of which attri...

W.HsiJui, 2007: The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective. Customer satisfaction has been an important topic in tourism service management. Many researchers have argued that customer-to-customer interaction may affect customers' evaluation of the service experience. Consequently, the objective of thi...

Susskind, A.M.; Kacmar, K.Michele.; Borchgrevink, C.P., 2003: Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service exp...

Liao, H., 2007: Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organi...

Cascardo, D., 2014: Customer service with financial savvy: integrating customer service with the ICD-10 transition to keep patients coming back and optimize revenue. Journal of Medical Practice Management 30(1): 20-23

Ford, W.S.; Snyder, O.J., 2000: Customer service in dental offices: analyses of service orientations and waiting time in telephone interactions with a potential new customer. Increasing competition among health care organizations has prompted greater concern for the quality of "customer service" in brief encounters with patients. This study examined service practices engaged by dental office staff interacting...

Crossno, J.E.; Berkins, B.; Gotcher, N.; Hill, J.L.; McConoughey, M.; Walters, M., 2001: Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service. In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondent...

Tucci, L.; Talaga, J., 2000: Determinants of customer perceptions of service quality in restaurants. Journal of food products marketing(2): 3-13

Piccoli, G.; Spalding, B.R.; Ives, B., 2001: The customer-service life cycle: a framework for improving customer service through information technology. This article presents a framework, the Customer-service Life Cycle (CSLC) to help a managers think creatively about the use of information technology (IT) (particularly the internet and worldwide web) as tools for the creation of competitive advan...

Rotondo, Kj, 2001: Energize your enterprise: Outrageous customer service. 1. Customer service, retention & profitability. Proceedings of the North American Veterinary Conference5(15): 272