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http://bura.brunel.ac.uk/handle/2438/2678
Title: | Service attribute importance and strategic planning: An empirical study |
Authors: | Pezeshki, V Mousavi, A |
Keywords: | Customer satisfaction;Importance-performance analysis (IPA);Strategy |
Issue 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. |
URI: | http://bura.brunel.ac.uk/handle/2438/2678 |
Appears in Collections: | Electronic and Computer Engineering Dept of Electronic and Electrical Engineering Research Papers |
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Service attribute importance and strategic planning- An empirical study.pdf | 233.1 kB | Adobe PDF | View/Open |
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