Table of Contents
Chapter 4 Customer Perceptions of ServiceCustomer Perceptions of Service Quality and Customer Satisfaction
Factors Influencing Customer Satisfaction
Outcomes of Customer Satisfaction
Relationship between Customer Satisfaction and Loyalty in Competitive Industries
When can’t accurately evaluate technical quality
The Five Dimensions of Service Quality
Figure 4-4 A Service Encounter Cascade for a Hotel Visit
Critical Service Encounters Research
Sample Questions for Critical Incidents Technique Study
Common Themes in Critical Service Encounters Research
Figure 4-6 Evidence of Service from the Customer’s Point of View