Online citations, reference lists, and bibliographies.
Please confirm you are human
(Sign Up for free to never see this)
← Back to Search

The Customer Wants Service: Why Technology Is No Longer Enough

J. Barnes, W. Glynn
Published 1993 · Business

Save to my Library
Download PDF
Analyze on Scholarcy
In today's marketplace, the customer is presented with a myriad of products and services of greater variety and value than ever before. As competition becomes more intense, product and service providers are increasingly turning towards “service” or “service quality” as a means of achieving competitive advantage. Even in industries such as telecommunications, where significant technological advances have characterized the industry, companies are realizing that the best product no longer guarantees an advantage over the competition. The key ingredient in the formulation of a competitive service strategy is the proper measurement of service quality dimensions, as defined by the customer, and the continual monitoring of company performance along those dimensions. This article describes the process of identifying service quality dimensions as applied in two telecommunications network providers, one in Canada and one in Ireland. Results are compared and contrasted between the two countries.
This paper references
Changing the Rules: Technological Change, International Competition, and Regulation in Communications
R. Crandall (1989)
Managing Service As a Strategic Profit Center
D. Blumberg (1991)
Employee and customer perceptions of service in banks: Replication and extension.
B. Schneider (1985)
Zero defections: quality comes to services.
F. Reichheld (1990)
The Service Factory
R. Chase (1988)
The new marketing—Developing long-term interactive relationships
E. Gummesson (1987)
A Service‐Orientated Approach to Marketing of Services
C. Gronroos (1978)
A Conceptual Model of Service Quality and Its Implications for Future Research
A. Parasuraman (1985)
Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization
Robert L. Desatnick (1987)
How service needs influence product strategy: Sloan Management Review, 1, 63–70 (Fall 1986)
M. M. Lele (1987)
Relationship approach to marketing in service contexts: The marketing and organizational behavior interface
C. Grönroos (1990)
The marketing of quality
H. Roest (1994)
Service Quality: A Profit Strategy for Financial Institutions
L. Berry (1988)
A new system for rating service quality.
L. A. Liswood (1989)
Service Management and Marketing: Managing the Moments of Truth in Service Competition
Christian Grönroos (1992)
The service-quality puzzle
L. Berry (1988)
Managing customers as human resources in service organizations
D. E. Bowen (1986)

This paper is referenced by
Semantic Scholar Logo Some data provided by SemanticScholar