Randall Brandt, D.; Reffett, Kevin L. - In: Journal of Services Marketing 3 (1989) 4, pp. 5-14
Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical...