Service Quality : Understanding Customer Perception and Reaction, and Its Impact on Business  

Oleh:

Ndubisi, Nelson Oly

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI
Dalam koleksi: International Journal of Business vol. 5 no. 2 (May 2003), page 207-220.
Topik: service quality; commensalism; customer peception and reaction; mutualism; parasitism; service quality; symbiosis

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: II51.2 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

This paper is an attempt to explain the processes and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper propose a model for understanding the pathway and the end of good and bad customer service. Implications of the study on theory and pratice are discussed.

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