Secondary Data Review of SERVQUAL Studies

Secondary Data Review of SERVQUAL Studies Doug Hass RES341 Ms. Janine Garrard 4 February 2004 guest overhaul and its Effects on Customer Retention at ImageStream decision maker Summary of Original Proposal ImageStream meshwork Solutions, Inc. is a in camera held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for network and Internet applications. ImageStream products ar used by Internet value providers (ISPs), governments, schools, and businesses in more(prenominal) than 75 countries around the world. As ImageStream moves toward its next decade, foodstuff forces pack it, deal most high technology companies, to be dissipated and responsive. ImageStream faces a competitive merchandiseplace differentiated change magnitudely little by features and functionality and more by quality client help and guest retention management. The study and development of guest military expediency techn iques and customer retention management programs has blossomed into its own industry. This increasing way on customer satisfaction is not surprising, tending(p) the positive correlation coefficient between happy customers and successful companies illustrated in countless marketing research studies. This penning highlights SERVQUAL research relate to the framework of service quality, the positive and negative impacts of service quality, and the meat of favorable and bad customer intentions on perceived quality.

This musical composition will take care research conducted by the original SERVQUAL authors, as well as follow-on studies commenting on the ! original methodology. The references enclosed include a abridgment of all references used in researching this project, whether or not they are 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 sine qua non to get a full essay, order it on our website: OrderCustomPaper.com

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