Focusing on customer problems to improve service quality

Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical problem areas and to establish service priorities accordingly. Offers recommended guidelines for designing and conducting problem‐centred consumer research.

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Year of publication:	1989
Authors:	Randall Brandt, D. ; Reffett, Kevin L.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 3.1989, 4, p. 5-14
Publisher:	MCB UP Ltd
Subject:	Customer care \| Consumer marketing \| Service quality

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000002495 [DOI]
Source:	Other ZBW resources

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