Listening to the customer : the concept of a service-quality information system
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| 001 | MAP20071027805 | ||
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| 100 | 1 | $0MAPA20080185732$aBerry, Leonard L. | |
| 245 | 1 | 0 | $aListening to the customer$b: the concept of a service-quality information system$cLeonard L. Berry, A. Parasuraman |
| 520 | $aIn 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 | ||
| 650 | 1 | 1 | $0MAPA20080612580$aSistemas de información |
| 650 | 1 | 1 | $0MAPA20080589370$aCalidad de servicio |
| 650 | 1 | 1 | $0MAPA20080546991$aEmpresas |
| 650 | 1 | 1 | $0MAPA20080593483$aServicio al cliente |
| 650 | 1 | 1 | $0MAPA20080555061$aManagement |
| 700 | 1 | $0MAPA20080143367$aParasuraman, A. | |
| 740 | 0 | $aSloan management review | |
| 773 | 0 | $wMAP20077000185$tSloan management review$dBoulder$gSpring 1997 ; p. 65-76 |