Anders Gustafsson, Bo Edvardsson's Managing Service Quality An International Journal, Volume 15 PDF

By Anders Gustafsson, Bo Edvardsson

ISBN-10: 1845441044

ISBN-13: 9781845441043

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Additional resources for Managing Service Quality An International Journal, Volume 15 Number 2 2005

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In some cases it is impossible to distinguish any critical incidents, but rather a type natural decline with no distinct starting or ending point. Trying to find and analyse triggers in such processes would not only be difficult, but also, in some cases, misleading. Only looking at fading from a satisfaction/dissatisfaction perspective would as a further example make it hard to distinguish the fading that takes place regardless of satisfaction, but instead driven by the relationship context. The drivers of the fading process are therefore illuminating different types of possible drivers, not only concentrating on one generic driver.

21-34. de Brentani, U. (1991), “Success factors in developing new business services”, European Journal of Marketing, Vol. 25 No. 2, pp. 33-59. M. (1989), “Building theories from case study research”, Academy of Management Review, Vol. 14 No. 4, pp. 532-50. Foster, M. and Whittle, S. (1992), “Spirals of change”, Managing Service Quality, Vol. 3 No. 1, pp. 407-9. , Wels-Lips, I. and Gu¨ndlach, A. (1997), “Proactive product service strategies: an application in the European health market”, Industrial Marketing Management, Vol.

1991), “Success factors in developing new business services”, European Journal of Marketing, Vol. 25 No. 2, pp. 33-59. M. (1989), “Building theories from case study research”, Academy of Management Review, Vol. 14 No. 4, pp. 532-50. Foster, M. and Whittle, S. (1992), “Spirals of change”, Managing Service Quality, Vol. 3 No. 1, pp. 407-9. , Wels-Lips, I. and Gu¨ndlach, A. (1997), “Proactive product service strategies: an application in the European health market”, Industrial Marketing Management, Vol.

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Managing Service Quality An International Journal, Volume 15 Number 2 2005 by Anders Gustafsson, Bo Edvardsson


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