Secondary Data Review of SERVQUAL Studies
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Words: 1919
Pages: 7
(approximately 235 words/page)
Pages: 7
(approximately 235 words/page)
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Secondary Data Review of SERVQUAL Studies
Doug Hass
RES341
Ms. Janine Garrard
4 February 2004
Customer Service and its Effects on Customer Retention at ImageStream
Executive Summary of Original Proposal
ImageStream Internet Solutions, Inc. is a privately held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for network and Internet applications. ImageStream products are used by Internet service providers (ISPs), governments, schools, and businesses in more than 75 countries around the
showed first 75 words of 1919 total
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showed first 75 words of 1919 total
showed last 75 words of 1919 total
Tax, Stephen S. and Brown, S. (1998). Recovering and learning from service failures. Sloan Management Review, 40, 75-88. Tax, Stephen S., Brown, S.and Chandrashekar, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62, 60-76. Weinstein, Art and Johnson, W. (1999). Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications. Boca Raton: CRC Press. Zeithaml, Valarie A., Berry, L. and Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60, 31-46.
Tax, Stephen S. and Brown, S. (1998). Recovering and learning from service failures. Sloan Management Review, 40, 75-88. Tax, Stephen S., Brown, S.and Chandrashekar, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing, 62, 60-76. Weinstein, Art and Johnson, W. (1999). Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications. Boca Raton: CRC Press. Zeithaml, Valarie A., Berry, L. and Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60, 31-46.