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Journal Articles

Using service quality data for competitive marketing decisions

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Roland T. Rust, Peter J. Danaher, Sajeev Varki
Journal: Journal of Service Management
International Journal of Service Industry Management (2000) 11 (5): 438–469.
https://doi.org/10.1108/09564230010360173
Published: 01 December 2000
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Journal Articles

A comparison of service delivery processes of different complexity

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Peter J. Danaher, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1998) 9 (1): 48–63.
https://doi.org/10.1108/09564239810199941
Published: 01 March 1998
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Journal Articles

A comparison of question scales used for measuring customer satisfaction

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Peter J. Danaher, Vanessa Haddrell
Journal: Journal of Service Management
International Journal of Service Industry Management (1996) 7 (4): 4–26.
https://doi.org/10.1108/09564239610129922
Published: 01 October 1996
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Journal Articles

Cumulative Encounter Satisfaction in the Hotel Conference Process

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Peter J. Danaher, Jan Mattsson
Journal: Journal of Service Management
International Journal of Service Industry Management (1994) 5 (4): 69–80.
https://doi.org/10.1108/09564239410068715
Published: 01 October 1994
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