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

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1001 ‎$0‎MAPA20080185732‎$a‎Berry, Leonard L.
24510‎$a‎Listening to the customer‎$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
65011‎$0‎MAPA20080612580‎$a‎Sistemas de información
65011‎$0‎MAPA20080589370‎$a‎Calidad de servicio
65011‎$0‎MAPA20080546991‎$a‎Empresas
65011‎$0‎MAPA20080593483‎$a‎Servicio al cliente
65011‎$0‎MAPA20080555061‎$a‎Management
7001 ‎$0‎MAPA20080143367‎$a‎Parasuraman, A.
7400 ‎$a‎Sloan management review
7730 ‎$w‎MAP20077000185‎$t‎Sloan management review‎$d‎Boulder‎$g‎Spring 1997 ; p. 65-76