Abstract
Service quality can be improved by focusing on customer problems. A problem-centered research program can be used to establish the types and pervasiveness of customer problems and to determine the impact of each on customer satisfaction and dissatisfaction. This information, in turn, makes it possible to pinpoint critical problem areas and to establish service priorities accordingly.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 5-14 |
| Number of pages | 10 |
| Journal | Journal of Services Marketing |
| Volume | 3 |
| Issue number | 4 |
| DOIs | |
| State | Published - Apr 1 1989 |
| Externally published | Yes |
ASJC Scopus subject areas
- Marketing