Reports on a study to investigate the impact of customer satisfaction of different types of company responses to letters of complaint. Considers the effects on consumers of various defensive marketing strategies: letter and free good, letter only, and no response. Surmises that the results...

Reports in a segmentation study conducted to determine whether consumer‐based variables such as activities, interests and opinions could be used to segment markets based on service quality expectations. Identifies those consumer‐based variables found to be significantly related to service...