Amba‐Rao, Sita C.; Gupta, Jatinder N.D. - In: American Journal of Business 9 (1994) 2, pp. 47-54
Clients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variables ‐ communication,responsiveness, service quality, and effectiveness ‐ correlated with, and explained the variance in client satisfaction....