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Spring 2013
This study examines client satisfaction and engagement profitability for a Big 4 audit firm. I obtain proprietary client data from the firm’s national office, including satisfaction survey responses and profitability (realization) rates. I examine the roles of service quality dimensions that are...
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Session: Dimensions of eService
2006-10-11
Finn, Adam, Patterson, Raymond
Two papers: 1.e-Service Quality Dimensions and the Importance of Customer Delight. Presenter: Adam Finn, University of Alberta. 2. Differentiating the Service Firm: e-CRM and Healthcare. Presenter: Raymond A. Patterson, University of Alberta. Co-authors: L.C. Burr, Eric Rolland, and Keith F. Ward...
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