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Journal cover: Journal of Services Marketing

Journal of Services Marketing

ISSN: 0887-6045

Online from: 1987

Subject Area: Marketing

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HOW SERVICE MARKETERS CAN IDENTIFY VALUE-ENHANCING SERVICE ELEMENTS


Document Information:
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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