Posted by Chris Mear on September 13, 2002 at 02:57:48:
Hi all
I am doing a Masters in Strategic Marketing and my dissertation is on the relationship between service quality and repurchase intent in the business to business market(telecoms specifically)
2 questions: Does anyone know of any literature that covers this specifically other than Bloemer, Zeithaml 96, Cronin and Taylor 92, and De Ruyter?
Secondly when using the SERVQUAL/SERVPERF 5 dimension paradigm, is it necessary to ask all 22 questions? Would it for eg, be OK to have a questionnaire with just 2 or 3 questions about each of the dimensions?
Hope this makes sense and that someone out there has the time/effort to help!!
In anticipation
Chris