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, 32 (3-4). pp. 344-358. ISSN 0954-4127

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Item Type: Article
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© 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:
  • Published: 17 January 2019
  • Published (online): 17 January 2019
  • Accepted: 3 January 2019
Institution: The University of Sheffield
Academic Units: The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield)
Depositing User: Symplectic Sheffield
Date Deposited: 17 Jan 2019 12:09
Last Modified: 25 Nov 2021 10:26
Status: Published
Publisher: Taylor & Francis
Refereed: Yes
Identification Number: 10.1080/14783363.2019.1568867
Open Archives Initiative ID (OAI ID):

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