Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

تمرين 7

Choose one of the services you consume. If you were in charge of creating a survey for that service, what questions would you ask on the survey? Give several examples. What type of survey (relationship versus transaction based) would be most appropriate for the service? What recommendations would you give to management of the company about making such a survey actionable?