Customer satisfaction data on service quality: collection and analysis by different types of service firms

Sidhartha R. Das; Cem Canel

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Customer satisfaction data on service quality: collection and analysis by different types of service firms

机译：服务质量的客户满意度数据：不同类型服务公司的收集和分析

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摘要

This research presents the results of a study that examines the extent to which different types of service firms utilise customer satisfaction data obtained by formal feedback mechanisms. It first classifies service firms into different categories or types by using well-known service classification models that are described in the literature. Data obtained from a survey is then used to test a set of hypotheses regarding the extent to which different types of service firms collect and analyse customer satisfaction data related to service quality.

机译：这项研究提出了一项研究的结果，该研究检查了不同类型的服务公司利用通过正式反馈机制获得的客户满意度数据的程度。首先使用文献中描述的众所周知的服务分类模型将服务公司分类为不同的类别或类型。然后，将从调查中获得的数据用于检验关于不同类型的服务公司收集和分析与服务质量相关的客户满意度数据的程度的一组假设。

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来源
《International Journal of Services Technology and Management》 |2006年第4期|p.332-346|共15页
作者
Sidhartha R. Das; Cem Canel;
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作者单位

George Mason University, School of Management, 4400 University Drive, Fairfax, VA 22030-4444, USA;

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原文格式 PDF
正文语种 eng
中图分类管理学;
关键词
customer satisfaction; service classification; service quality;

机译：客户满意度;服务分类;服务质量;

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Customer satisfaction data on service quality: collection and analysis by different types of service firms

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