Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
Moments of sorrow and joy: an empirical assessment of the complementary value of critical incidents in understanding customer service evaluations
G. Odekerken-Schroder, M. van Birgelen, J. Lemmink, K. de Ruyter and M. Wetzels, European Journal of Marketing (UK), Vol. 34 No. 1/2, 2000
Provides an overview of attribute-based versus incident-based measurement of service quality and satisfaction and trust as consequences of service quality. Develops a conceptual model and tests this using service evaluations provided by customers of a major Dutch office equipment manufacturer. Details the development of the questionnaire used and the analysis of responses, concluding that the use of attribute-based measurements of service quality, combined with the consideration of critical incidents, can explain a significantly larger amount of variance in satisfaction. Notes theoretical and managerial implications.
Quality focus says: A theoretical article covering the areas of customer satisfaction and service quality.
