Secondary Data Review of SERVQUAL Studies

Secondary Data Review of SERVQUAL Studies Doug Hass RES341 Ms. Janine Garrard 4 February 2004 guest expediency and its Effects on Customer Retention at ImageStream executive Summary of Original Proposal ImageStream meshwork Solutions, Inc. is a in private held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for network and Internet applications. ImageStream products atomic number 18 used by Internet serve providers (ISPs), governments, schools, and businesses in much than 75 countries around the world. As ImageStream moves toward its next decade, foodstuff forces strike it, deal most high technology companies, to be agile and responsive. ImageStream faces a competitive grocery storeplace differentiated change magnitudely less(prenominal) by features and functionality and more by quality client swear out and guest retention management. The study and development of customer serve up tech niques and customer retention management programs has blossomed into its own industry. This increasing rivet on customer satisfaction is not surprising, tending(p) the positive coefficient of correlation between happy customers and successful companies illustrated in countless merchandise research studies. This penning highlights SERVQUAL research relate to the framework of attend to quality, the positive and negative impacts of service quality, and the meat of favorable and reproachful customer intentions on perceived quality.

This reputation will get word research conducted by the original SERVQUAL au thors, as well as follow-on studies commenti! ng on the original methodology. The references enclosed include a unofficial of all references used in researching this project, whether or not they atomic number 18 quoted in this particular paper in the series. Background This paper examines customer retention at ImageStream from the context of customer service quality. As a company seeking to pulp market share and maintain a burgeoning customer base, ImageStream focuses on customer retention as a key persona in remaining viable in the market. Weinstein and Johnson (1999) recommend that companies like ImageStream should... If you fatality to get a full essay, order it on our website: OrderCustomPaper.com

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