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DC Field | Value | Language |
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dc.contributor.author | Pezeshki, V | - |
dc.contributor.author | Mousavi, A | - |
dc.coverage.spatial | 7 | en |
dc.date.accessioned | 2008-09-22T10:18:08Z | - |
dc.date.available | 2008-09-22T10:18:08Z | - |
dc.date.issued | 2008 | - |
dc.identifier.citation | The 6th International Conference on Manufacturing Research (ICMR08), Brunel university, UK, 9-11th September 2008. pp. 611-617 | en |
dc.identifier.uri | http://bura.brunel.ac.uk/handle/2438/2678 | - |
dc.description.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. | en |
dc.format.extent | 238692 bytes | - |
dc.format.mimetype | application/pdf | - |
dc.language.iso | en | - |
dc.publisher | Brunel University | en |
dc.subject | Customer satisfaction | en |
dc.subject | Importance-performance analysis (IPA) | en |
dc.subject | Strategy | en |
dc.title | Service attribute importance and strategic planning: An empirical study | en |
dc.type | Conference Paper | en |
Appears in Collections: | Electronic and Electrical Engineering Dept of Electronic and Electrical Engineering Research Papers |
Files in This Item:
File | Description | Size | Format | |
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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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