Evaluating service firms: Approaches with policy recommendations

✍ Scribed by Patrick E. Murphy; Steven C. Ross

• Book ID: 104763059
• Publisher: Springer
• Year: 1987
• Tongue: English
• Weight: 1014 KB
• Volume: 10
• Category: Article
• ISSN: 0168-7034
• DOI: 10.1007/bf00411480

✦ Synopsis

Evaluation of service firms is a problem because the service sector of the world economy is growing so fast. Consumers often do not have reliable information about services prior to making a buying decision. This paper presents a model of service evaluation. Several applications, including Consumers" Checkbook, Which? and a test conducted in the U.S., of a mail survey methodology are examined as possible solutions to this problem. Lessons learned from these experiences are provided. Finally, implications are drawn regarding tactical, public policy, and academic research issues.

"My 1978 Volvo is beginning to run a little rough. Do you know of a good place to get my car fixed?" "Say, my air conditioner is going on the blink. Can you recommend a local repair firm?"