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Gathering customer feedback via the Internet: instruments and prospects

Sampson, Scott E. - In: Industrial Management & Data Systems 98 (1998) 2, pp. 71-82

For many years companies have collected feedback from customers through means such as comment cards and toll‐free telephone numbers. The feedback data can be used by companies to track quality, locate quality problems, and identify suggestions for improvement. Gathering feedback from customers...

Persistent link: https://www.econbiz.de/10014824739

Experience psychology : a proposed new subfield of service management

Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577

Persistent link: https://www.econbiz.de/10010426063

Designing the soft side of customer service

Dasu, Sriram; Chase, Richard B. - In: MIT sloan management review 52 (2010/11) 1, pp. 33-39

Persistent link: https://www.econbiz.de/10008859295

Experience, service operations strategy, and services as destinations: foundations and exploratory investigation

Voss, Chris; Roth, Aleda V.; Chase, Richard B. - In: Production and operations management : an international … 17 (2008) 3, pp. 247-266

Persistent link: https://www.econbiz.de/10003737949

Uncertainty avoidance as a moderator of the relationship between perceived service quality and customer satisfaction

Reimann, Martin; Lünemann, Ulrich F.; Chase, Richard B. - In: Journal of service research : JSR 11 (2008/09) 1, pp. 63-73

Persistent link: https://www.econbiz.de/10003750015

Failsafing service quality

Chase, Richard B.; Stewart, Douglas M. - In: Research handbook on services management, (pp. 143-152). 2022

Persistent link: https://www.econbiz.de/10014452582

The customer service solution : managing emotions, trust, and control to win your customer's business

Dasu, Sriram; Chase, Richard B. - 2013

Persistent link: https://www.econbiz.de/10013469204