Moments of sorrow and joy: An empirical assessment of the complementary value of critical incidents in understanding customer service evaluations

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical incidents in rel...

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Veröffentlicht in:	European journal of marketing 2000-01, Vol.34 (1/2), p.107-125
Hauptverfasser:	Odekerken‐Schröder, Gaby, van Birgelen, Marcel, Lemmink, Jos, de Ruyter, Ko, Wetzels, Martin
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer attitudes Content analysis Customer satisfaction Customer services Quality of service Statistical analysis Studies
Online-Zugang:	Volltext
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