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Keywords: Performance measurement
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Journal Articles
The relationship between Internet use and perceived performance in retail and professional service firms
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2003) 17 (3): 295–311.
Published: 01 June 2003
... of customer service. Internet Perception Service delivery Performance measurement Health service Retailing Service encounters Traditionally, service encounters have been characterised as low tech, high face‐to‐face contact. However, advances in technology have changed the way many...
Journal Articles
A triadic network approach to service quality
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2002) 16 (2): 158–179.
Published: 01 April 2002
... Service quality Networks Performance measurement Marketing scholars have acknowledged the importance of service quality in developing business relationships and managing product offers to the marketplace. The concept of service quality has gained increased interest in literature during the last...
Journal Articles
Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (1999) 13 (2): 171–186.
Published: 01 April 1999
... and suggestions for future research are provided © MCB UP Limited 1999 Customer satisfaction Higher education Performance measurement Service quality Services marketing Intense competition forces companies to adopt a marketing orientation in order to differentiate their offerings from those...
Journal Articles
Benchmarking measures of customer satisfaction, quality and performance for new financial service products
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (1996) 10 (6): 6–17.
Published: 01 December 1996
... Financial institutions New product development Performance measurement Service quality A second aspect of measuring new product success is the assessment of quality. Twenty‐one measures were examined for their effectiveness in determining product quality levels (Tables III and IV. The frequency...
