Quantifying the extent of temporal decay in service quality ratings

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


With the growth of the services sector in most market economies, one of the key roles of a marketing manager is ensuring that the service received by customers is of a high quality. In line with this growing recognition of the importance of service delivery, the measurement of service quality has become more commonplace. Now, customers' perceptions of service quality and satisfaction are key performance metrics for...

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