... for how to link traditional and new sources of customer data and their metrics. Linking data and metrics to strategic and tactical business insights and integrating a variety of metrics into a forward‐looking dashboard to measure marketing ROI and guide future marketing spend is explored. Design...

...Abdullah H. Aldlaigan; Francis A. Buttle We describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First, qualitative research was undertaken in the form of seven focus groups and 39 one‐to‐one...

...Peter J. Danaher; Vanessa Haddrell Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which...

...Curtis P. McLaughlin; Sydney Coffey The wide variety of productivity measurement methods available for use in services is reviewed. The diversity of the service industries has meant that each field has developed its own productivity measures which have often not been widely disseminated due...