Regional bias when benchmarking services using customer satisfaction scores

Brint, A.T. orcid.org/0000-0002-8863-407X and Fry, J. (2019) Regional bias when benchmarking services using customer satisfaction scores. Total Quality Management and Business Excellence. ISSN 0954-4127

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Authors/Creators:
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
Dates:
  • 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: https://doi.org/10.1080/14783363.2019.1568867
Status: Published online
Publisher: Taylor & Francis
Refereed: Yes
Identification Number: https://doi.org/10.1080/14783363.2019.1568867

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