Client Satisfaction in Service Organizations: The Case of an Accounting Firm
AbstractClients in an accounting firm were surveyed to identify factors relating to client satisfaction in service organizations. Four independent variablesÑcommunication, responsiveness, service quality, and effectivenessÑ correlated with, and explained the variance in client satisfaction. Interpretation and implications for business practice are discussed and practical guidelines for enhancing client satisfaction are offered.
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Bibliographic InfoArticle provided by Emerald Group Publishing in its journal American Journal of Business.
Volume (Year): 9 (1994)
Issue (Month): 2 ()
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Web page: http://www.emeraldinsight.com
Postal: Emerald Group Publishing, Howard House, Wagon Lane, Bingley, BD16 1WA, UK
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