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- Marketing Science Centre, University of South Australia
SERVICE
QUALITY
The Marketing Science Centre has leading-edge knowledge in service quality measurement and implication, based on many years of R&D and commercial research. Many of our findings have been published internationally with particular acclaim gained for research into: the aspects of Relationship Quality and the similarities and differences between Service Quality and Relationship Quality.
This knowledge is employed in the research services we offer to clients. It can be used to answer questions, and provide recommendations, for questions you may have such as:
- What aspects of our service delivery are most likely to
effect buying behaviour?
- What is the best way to handle customer complaints so
as to minimise customer defection?
- How do you evaluate service perceptions when customers
interact with the company in multiple ways, via the
telephone, face to face and the internet?
- How can we take action on results from our service
monitor?
Click on the following specialist areas for further information:
Mystery Shopping
Service Quality & Satisfaction Measurement
For further information on any aspect of Service Quality Research, please click here.