Moments of Joy and Sorrow An Empirical Assessment of the Complementary Values of Critical Incidents in Understanding Customer Service Evaluations

Abstract

It is commonly acknowledged that service quality can be measured by using attribute-based and incident-based measurements. Both methods are distinct in nature, but can be used complementary. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper we merge… (More)

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10 Figures and Tables