Listening to the customer : the concept of a service-quality information system

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<title>Listening to the customer</title>
<subTitle>: the concept of a service-quality information system</subTitle>
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<namePart>Berry, Leonard L.</namePart>
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<namePart>Parasuraman, A.</namePart>
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<abstract displayLabel="Summary">In this paper, the authors discuss the concept of a service-quality information system. They argue that companies need to establish ongoing listening systems using multiple methods among different customer groups. A single service-quality study is a snapshot taken at a point in time and from a particular angle. Deeper insight and more informed decision making come from a continuing series of snapshots taken from various angles and through different lenses, which from the essence of systematic listening</abstract>
<note type="statement of responsibility">Leonard L. Berry, A. Parasuraman</note>
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<topic>Sistemas de información</topic>
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<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589370">
<topic>Calidad de servicio</topic>
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<topic>Empresas</topic>
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<topic>Servicio al cliente</topic>
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<topic>Management</topic>
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<text>Spring 1997 ; p. 65-76</text>
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