I recently reviewed the research work by Parasuraman, Zeithaml and Berry on the Conceptual Model of Service Quality. Their work suggests that regardless of the product or service in question, customers use relatively the same criteria to evaluate the exchange. Although their research was published in the Journal of Marketing in fall of 1985–it may […]
It’s always refreshing to hear when new businesses are starting in tumultuous markets. There are few industries that have been hammered worse that real estate. While the Utah real estate market hasn’t been hit near as hard as Arizona or California, there’s no question that it’s seen better days.
New Homes in Utah are being produced […]
Customer service is really all about expectation management.
I remember a time I was waiting for a return flight from Atlanta Georgia, when the customer service representative announced that the flight to Salt Lake City had been delayed four hours and alternate arrangements might be necessary for many customers. The dismay of the disgruntle passangers […]