Open AccessSERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business
Author(s) -
Nelson Oly Ndubisi
Publication year - 2003
Publication title -
gadjah mada international journal of business
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.192
H-Index - 9
eISSN - 2338-7238
pISSN - 1411-1128
DOI - 10.22146/gamaijb.5407
Subject(s) - perception , business , customer retention , service quality , marketing , conceptual model , customer advocacy , work (physics) , process (computing) , customer to customer , service provider , customer intelligence , service (business) , process management , psychology , computer science , engineering , operating system , mechanical engineering , database , neuroscience
This paper is an attempt to explain the process and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper proposes a model for understanding the pathway and the end of good and bad customer service. Implications of the study on theory and practice are discussed.