Web Results

SERVICE RECOVERY MANAGEMENT - Semantic Scholar

pdfs.semanticscholar.org/e46c/c649df760c291d9d21802bf19715632f62d4.pdf

customer profitability (Hart, Heskett, & Sasser, 1990; Hogan, Lemon, & Libai, 2003; Johnston, 2001a; .... creating bottom-line impacts through recovery (Hart et al., 1990; Johnston & Clark, ..... Objective extent vs. perceived magnitude of failure.

The service concept: the missing link in service design research? - IDA

www.ida.liu.se/~steho87/und/htdd01/sdarticle2.pdf

process versus service product innovation. (Boone ..... elements presented in previous models (Sasser et al., .... 1991; Hart et al., 1990; Johnston, 1995a; Barlow.

Service Quality, Customer Satisfaction and Loyalty - CiteSeerX

citeseerx.ist.psu.edu/viewdoc/download;jsessionid=CB6014F612079F7F13A79937C58A0C03?doi=10.1.1.665.2150&rep=rep1&type=pdf

management/marketing (Valarie et al., 1996; Heskett & Sasser, 2010; ... Lehtinen and Lehtinen (cited in Harrison, 2000) have referred to dimensions of physical quality, ..... Encounter satisfaction versus overall satisfaction versus quality: the.

The Impact of Operations Performance on Customer Loyalty. Service ...

pubsonline.informs.org/doi/pdf/10.1287/serv.3.2.158

(Anderson et al., 1994; Jones and Sasser, 1995; Reichheld, 1996). ... determinant of customer loyalty (Zeithaml, 1988; Costabile, 2000; Lam et al. ...... Heskett, J. L., Sasser, W., and Hart, C., (1990), Service Breakthroughs, The Free Press: New York ... Kumar, V., Smart, P.A., Maddern, H., and Maull R.S., (2008), Alternative ...

SASSER v. HOBBS | FindLaw

caselaw.findlaw.com/us-8th-circuit/1649868.html

Nov 15, 2013 ... Case opinion for US 8th Circuit SASSER v. HOBBS. ... Cf., e.g., Jack M. Fletcher et al., IQ Scores Should Be Corrected For the Flynn Effect in ...

The Profitable Art of Service Recovery - Harvard Business Review

hbr.org/1990/07/the-profitable-art-of-service-recovery

The Profitable Art of Service Recovery. Christopher W. Hart · James L. Heskett · W. Earl Sasser, Jr. From the July–August 1990 Issue. SAVE; SHARE; COMMENT

Donald Frederick Wood, J. Graham Kenney, Harry M. Rea- soner ...

www.ustaxcourt.gov/InOpHistoric/EstofElkins.TC.WPD.pdf

Mar 11, 2013 ... ELISE JOSEPH AND LESLIE KEITH SASSER, INDEPENDENT. EXECUTORS, PETITIONERS v. COMMISSIONER OF. INTERNAL REVENUE ...

Relationship Quality as a Predictor of B2B Customer loyalty - MV WEB

onemvweb.com/sources/sources/relationship_quality.pdf

customer loyalty (Reichheld and Sasser 1990). .... 1995; Moorman et al.1992) and perceived quality (Hennig-Thurau and Klee 1997; Moorman et ... Sullivan 1993; Cronin and Taylor 1992; Harrison-Walker 2001). ..... Jacoby, Jacob and David B. Kyner (1973), "Brand loyalty vs. repeat purchasing behavior," Journal of.

Service dimensions of service quality impacting customer - Digital ...

digitalscholarship.unlv.edu/cgi/viewcontent.cgi?article=1687&context=thesesdissertations

Harr, Ko King Lily, "Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore" ..... perceptions of service quality (Oliver, 1981; Parasuraman et al., 1988). ..... Encounter satisfaction versus overall satisfaction versus ... Jones,T.O., & Sasser,W.E. (1995, November- De...

Protection against age-dependent renal injury in the F344xBrown ...

www.ncbi.nlm.nih.gov/pmc/articles/PMC3032044/

Nov 16, 2010 ... F344xBN: 145 wks; Lipman et al., 1996). ... levels were measured by HPLC as previously described (Sasser et al., 2009). ... RAS blockade had no impact on the age-dependent rise in BW (old: 560±24 vs. old-ACEI: 542±17 vs. ..... Chabrashvili T, Gill PS, Mendonca M, Harrison DG, Griendling KK, Li M, ...