Beyond Customer Satisfaction: How to Measure Service Excellence

5 Pages Posted: 17 Jan 2015

See all articles by Pavel Štrach

Pavel Štrach

Upper Austria - University of Applied Sciences Upper Austria

Tomáš Kincl

University of Economics, Prague

Date Written: January 16, 2015

Abstract

Customer satisfaction has long been among the most prominent topics in consumer behavior and in marketing in general. Satisfaction concept is typically examined in regards to consumer (B2C) markets, much less paying attention to the more multi-faceted nature of industrial (B2B) settings. The study presented here seeks to address the development of service excellence measures, which would enable providers of industrial services to achieve superior levels of customer satisfaction. The research is based on a systemic literature meta-analysis and on a qualitative study among 15 informants – representatives of leading industrial solutions providers in Upper Austria and arrives at proposing 12 dimensions of industrial service excellence.

Suggested Citation

Štrach, Pavel and Kincl, Tomáš, Beyond Customer Satisfaction: How to Measure Service Excellence (January 16, 2015). XIV International Business and Economy Conference Bangkok, Thailand, January 5-8, 2015, Available at SSRN: https://ssrn.com/abstract=2550682 or http://dx.doi.org/10.2139/ssrn.2550682

Pavel Štrach (Contact Author)

Upper Austria - University of Applied Sciences Upper Austria ( email )

Steyr
Austria

Tomáš Kincl

University of Economics, Prague ( email )

nam. W.Churchilla 4
Prague 3, 130 67
Czech Republic

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