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Listening to the customer : the concept of a service-quality information system
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MAP20071027805
Berry, Leonard L. ‌
Listening to the customer : the concept of a service-quality information system / Leonard L. Berry, A. Parasuraman
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 listening
En: Sloan management review. - Boulder. - Spring 1997 ; p. 65-76
1. Sistemas de información ‌. 2. Calidad de servicio ‌. 3. Empresas ‌. 4. Servicio al cliente ‌. 5. Management ‌. I. Parasuraman, A. ‌. II. Título. III. Título: Sloan management review.