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
process versus service product innovation. (Boone ..... elements presented in
previous models (Sasser et al., .... 1991; Hart et al., 1990; Johnston, 1995a;
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.
(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),
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. Christopher W. Hart · James L. Heskett ·
W. Earl Sasser, Jr. From the July–August 1990 Issue. SAVE; SHARE; COMMENT
Mar 11, 2013 ... ELISE JOSEPH AND LESLIE KEITH SASSER, INDEPENDENT. EXECUTORS,
PETITIONERS v. COMMISSIONER OF. INTERNAL REVENUE ...
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.
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-
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, ...