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Title: Service attribute importance and strategic planning: An empirical study
Authors: Pezeshki, V
Mousavi, A
Keywords: Customer satisfaction
Importance-performance analysis (IPA)
Publication Date: 2008
Publisher: Brunel University
Citation: The 6th International Conference on Manufacturing Research (ICMR08), Brunel university, UK, 9-11th September 2008. pp. 611-617
Abstract: There is growing evidence that attribute importance is a function of attribute performance. Several studies reported that service quality attributes fall into three categories: basic, performance, and excitement. Thus, the identification of attribute importance is significantly important as a key to customer satisfaction evaluation and other behavioural intentions. According to customer behaviour literature, attribute importance can be measured in two ways: (1) self-stated importance, and (2) statistically inferred importance. The article evaluates two methods according to their impact on overall customer satisfaction measurement and, managerial implementation. A case study is conducted on the telecommunication industry for analysis.
Appears in Collections:School of Engineering and Design Research papers
Advanced Manufacturing and Enterprise Engineering (AMEE)

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