SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business

  • Nelson Oly Ndubisi Entrepreneurial Marketing at the Griffith Business School
Keywords: commensalism, customer perception and reaction, mutualism, parasitism, service quality, symbiosis

Abstract

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.

References

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Published
2003-06-12
How to Cite
Ndubisi, N. O. (2003). SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business. Gadjah Mada International Journal of Business, 5(2), 207-219. Retrieved from https://journal.ugm.ac.id/v3/gamaijb/article/view/14318
Section
Articles