Regional bias when benchmarking services using customer satisfaction scores

Brint, A.T. and Fry, J. (2019) Regional bias when benchmarking services using customer satisfaction scores. Total Quality Management and Business Excellence. ISSN 0954-4127



Copyright, Publisher and Additional Information: © 2019 Informa UK Limited, trading as Taylor & Francis Group. This is an author produced version of a paper subsequently published in Total Quality Management & Business Excellence. Uploaded in accordance with the publisher's self-archiving policy.
Keywords: Competitive benchmarking; monopoly services; regional satisfaction; customer satisfaction; behavioural intentions
  • Accepted: 3 January 2019
  • Published (online): 17 January 2019
Institution: The University of Sheffield
Academic Units: The University of Sheffield > Faculty of Social Sciences (Sheffield) > Sheffield University Management School
Depositing User: Symplectic Sheffield
Date Deposited: 17 Jan 2019 12:09
Last Modified: 17 Jan 2019 12:09
Published Version:
Status: Published online
Publisher: Taylor & Francis
Refereed: Yes
Identification Number:


Accepted Version

Embargoed until: 17 July 2020

Filename: AuthorVersion_08January2019.pdf

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