What people are saying - Write a review
We haven't found any reviews in the usual places.
NEW APPROACHES NEW WAYS OF RESEARCHING
Richard J Cottrell Director Telebusiness Programs
10 other sections not shown
areas aspects of service attributes audience Automotive bank beneﬁts better than expected car buyers casino Casinos Austria Citizen's Charter clients communication concemed consultants consumer CPSI customer retention customer satisfaction research customer service dealers deﬁned difﬁcult dissatisfaction dissatisﬁed employees example expectations and perceptions experience extemal factors ﬁgures ﬁnal ﬁnd ﬁndings ﬁrst gaps identiﬁed impact implementation importance industry inﬂuence initial Inland Revenue intemal team interviews issues London Underground loyalty market research method mins ofﬁces organisation overall satisfaction Parasuraman PAYE performance priorities problems product or service proﬁtability programme quality of service quantitative questionnaire questions reactive support reﬂect relationship relationship marketing repurchase intention response Revenue Royal Mail sample Satisfaction Index satisﬁed scale scores sector senior management service delivery service quality SERVQUAL signiﬁcant speciﬁc staff strategy sufﬁcient survey targets taxpayers telephone Total Quality Management Zeithaml