Customer Relationships and Experiences
The Effects of Perceived Control and Customer Crowding on the Service ExperienceJan 1, 1990 John E. G. Bateson and Michael K. M. Hui, 1990, 90-105
Reports on a laboratory experiment that explores consumers' psychological and behavioral responses to crowding and choice in a service setting.
Quality and Customer Service: The Critical Focus for a FirmMichael Guiry, 1989, 89-117
Summarizes 10 conference presentations regarding managing quality, building customer relationships, and coordinating various internal functions.
Toward Understanding and Controlling Customer Dissatisfaction With WaitingJan 1, 1989 Elizabeth C. Clemmer and Benjamin Schneider, 1989, 89-115
Evaluates the effectiveness of three social-psychological strategies for reducing customer dissatisfaction with waiting time.
Defining and Relating Price, Perceived Quality, and Perceived ValueJan 1, 1987 Valarie A. Zeithaml, 1987, 87-101
Relates concepts of price, perceived quality, and perceived value; relates them in a model and develops 22 researchable propositions.
Communication and Control Processes in the Delivery of Service QualityJan 1, 1987 Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, 1987, 87-100
Develops a model of how organization processes affect service quality; discusses how measures might be developed and how the model might be tested empirically.
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