Quantifying the extent of temporal decay in service quality ratings
Svetlana Bogomolova, Jenni Romaniuk and Anne Sharp
This paper seeks to synthesise the disparate research to date that has been done on the temporal decay of service quality and satisfaction responses.
Quantifying the extent of temporal decay in service quality ratings
Svetlana Bogomolova, Jenni Romaniuk and Anne SharpEhrenberg-Bass Institute for Marketing Science, University of South Australia
INTRODUCTION
With the growth of the services sector...
