Chapter 1: Customer Feedback as a Critical Performance Dimension: Review and Exploratory Empirical Examination

The purpose of this chapter is to highlight the theoretical and empirical work that has been directed at customer feedback to date. In addition, we present an exploratory study which focuses on service provider job satisfaction and its relation to both general customer feedback about service quality, and specific customer appraisal of the performance of individual front-line service workers. Limitations of the current research are discussed, along with suggestions for future research in this domain.