Customer and Non-Customer Perceptions of Third Party Services: Are They Similar

Dan Sarel, Walter Zinn

Research output: Contribution to journalArticle

8 Citations (Scopus)

Abstract

Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non-customer input to customer service surveys. Findings indicate that perceptions of customers and non-customers both on service importance and on firm performance can be significantly different. This research also examines the special requirements needed to apply results of customer service surveys in Latin America. Finally, a method for the simultaneous evaluation of multiple competitors is recommended. Strategies for developing competitive advantage based on the findings are discussed.

Original languageEnglish (US)
Pages (from-to)12-22
Number of pages11
JournalThe International Journal of Logistics Management
Volume3
Issue number1
DOIs
StatePublished - Jan 1 1992

Fingerprint

customer
performance
Latin America
firm
Customer service
Customer perception
evaluation
Competitors
Firm performance
Competitive advantage
Evaluation
Performance analysis

ASJC Scopus subject areas

  • Business and International Management
  • Transportation

Cite this

Customer and Non-Customer Perceptions of Third Party Services : Are They Similar. / Sarel, Dan; Zinn, Walter.

In: The International Journal of Logistics Management, Vol. 3, No. 1, 01.01.1992, p. 12-22.

Research output: Contribution to journalArticle

@article{1035599cac354eec8d82dc89b8ceb620,
title = "Customer and Non-Customer Perceptions of Third Party Services: Are They Similar",
abstract = "Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non-customer input to customer service surveys. Findings indicate that perceptions of customers and non-customers both on service importance and on firm performance can be significantly different. This research also examines the special requirements needed to apply results of customer service surveys in Latin America. Finally, a method for the simultaneous evaluation of multiple competitors is recommended. Strategies for developing competitive advantage based on the findings are discussed.",
author = "Dan Sarel and Walter Zinn",
year = "1992",
month = "1",
day = "1",
doi = "10.1108/09574099210804778",
language = "English (US)",
volume = "3",
pages = "12--22",
journal = "International Journal of Logistics Management",
issn = "0957-4093",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

TY - JOUR

T1 - Customer and Non-Customer Perceptions of Third Party Services

T2 - Are They Similar

AU - Sarel, Dan

AU - Zinn, Walter

PY - 1992/1/1

Y1 - 1992/1/1

N2 - Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non-customer input to customer service surveys. Findings indicate that perceptions of customers and non-customers both on service importance and on firm performance can be significantly different. This research also examines the special requirements needed to apply results of customer service surveys in Latin America. Finally, a method for the simultaneous evaluation of multiple competitors is recommended. Strategies for developing competitive advantage based on the findings are discussed.

AB - Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non-customer input to customer service surveys. Findings indicate that perceptions of customers and non-customers both on service importance and on firm performance can be significantly different. This research also examines the special requirements needed to apply results of customer service surveys in Latin America. Finally, a method for the simultaneous evaluation of multiple competitors is recommended. Strategies for developing competitive advantage based on the findings are discussed.

UR - http://www.scopus.com/inward/record.url?scp=58149193607&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=58149193607&partnerID=8YFLogxK

U2 - 10.1108/09574099210804778

DO - 10.1108/09574099210804778

M3 - Article

AN - SCOPUS:58149193607

VL - 3

SP - 12

EP - 22

JO - International Journal of Logistics Management

JF - International Journal of Logistics Management

SN - 0957-4093

IS - 1

ER -