Centro de Documentacion de Fundación MAPFRE - Listening to the customer : the concept of a service-quality information system

Notes: Sumario: 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 listeningRelated records: En: Sloan management review. - Boulder. - Spring 1997 ; p. 65-76Materia / lugar / evento: Sistemas de información Calidad de servicio Empresas Servicio al cliente Management Otros autores: Parasuraman, A.
Secondary titles: Título: Sloan management review
Other categories: 922.13