Customer Relationships and Experiences
Forming Perceptions of Overall Quality in Consumer Products: A Process of Quality Element IntegrationJan 1, 1995 Steven N. Silverman and Rajiv Grover, 1995, 95-103
Identifies three types of â??quality elementsâ?? that consumers use to evaluate a range of products, and the role each plays in perception of overall product quality.
Measuring Young Children’s Preferences: The Use of Behaviorally Anchored Rating ScalesJan 1, 1994 Yvonne Cariveau Karsten and Deborah Roedder John, 1994, 94-122
Describes a new scaling technique for assessing children's preferences that reduces the problems associated with traditional techniques by employing behavioral incidents rather than verbal labels or graphic devices to define scale points.
Selecting, Evaluating, and Updating Prospects in Direct Mail MarketingJan 1, 1994 Vithala R. Rao and Joel H. Steckel, 1994, 94-121
Introduces a methodology that allows direct mail marketers to rank prospects according to expected return and shows them which prospects should receive multiple mailings (and how many).
Is Household-Specific Targeting Worth It?Jan 1, 1994 Peter E. Rossi, Robert E. McCulloch, and Greg M. Allenby, 1994, 94-118
Assesses the potential profitability of using household purchase histories to more fully customize direct marketing activities.
Moving Forward in Service Quality Research: Measuring Different Customer-Expectation Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions LinkJan 1, 1994 A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, 1994, 94-114
Reviews current literature on key conceptual and methodological issues pertaining to expectations in measuring service quality; discusses study designed to address unresolved issues and add to our knowledge of service quality measurement.
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