Online from: 1987
Subject Area: Marketing
|Title:||HOW SERVICE MARKETERS CAN IDENTIFY VALUE-ENHANCING SERVICE ELEMENTS|
|Author(s):||D. Randall Brandt, (Group Director at The Burke Institute, Center for Applied Marketing Research in Cincinnati. Dr. Brandt earned his Ph.D. from Michigan State University in 1979.)|
|Citation:||D. Randall Brandt, (1988) "HOW SERVICE MARKETERS CAN IDENTIFY VALUE-ENHANCING SERVICE ELEMENTS", Journal of Services Marketing, Vol. 2 Iss: 3, pp.35 - 41|
|Article type:||General review|
|DOI:||10.1108/eb024732 (Permanent URL)|
|Publisher:||MCB UP Ltd|
|Abstract:||Some service elements and processes address the minimal requirements and expectations of customers, while others go a step further to add value to the service experience. This article describes and illustrates a simple method of looking at customer satisfaction survey data that service marketers can use to distinguish minimum requirements from value enhancements.|
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