But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality

Mammy Helou; Ian N. Caddy; Rupert Tipples

But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality

Mammy Helou, Ian N. Caddy, Rupert Tipples

Research output: Chapter in Book / Conference Paper › Conference Paper

Abstract

![CDATA[There are many research books and publications discussing the virtues of qualitative research in the social sciences in general and in marketing in particular. This article attempts to discuss the limitations of qualitative research followed by a discussion of the contributions of qualitative research methods to the development of a better understanding of customer service management, consumer expectations and customer service quality.]]

Original language	English
Title of host publication	Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand
Publisher	International Employment Relations Association
Number of pages	5
ISBN (Print)	0975013157
Publication status	Published - 2004
Event	International Employment Relations Association. Teaching, Learning and Research Symposium - Duration: 1 Jan 2004 → …

Conference

Conference	International Employment Relations Association. Teaching, Learning and Research Symposium
Period	1/01/04 → …

Keywords

marketing research
qualitative research
consumers
customer services
quality control
consumer satisfaction

Cite this

Helou, M., Caddy, I. N., & Tipples, R. (2004). But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality. In Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand International Employment Relations Association.

Helou, Mammy ; Caddy, Ian N. ; Tipples, Rupert. / But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality. Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand. International Employment Relations Association, 2004.

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title = "But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality",

abstract = "![CDATA[There are many research books and publications discussing the virtues of qualitative research in the social sciences in general and in marketing in particular. This article attempts to discuss the limitations of qualitative research followed by a discussion of the contributions of qualitative research methods to the development of a better understanding of customer service management, consumer expectations and customer service quality.]]",

keywords = "marketing research, qualitative research, consumers, customer services, quality control, consumer satisfaction",

author = "Mammy Helou and Caddy, {Ian N.} and Rupert Tipples",

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language = "English",

isbn = "0975013157",

booktitle = "Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand",

publisher = "International Employment Relations Association",

note = "International Employment Relations Association. Teaching, Learning and Research Symposium ; Conference date: 01-01-2004",

}

Helou, M, Caddy, IN & Tipples, R 2004, But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality. in Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand. International Employment Relations Association, International Employment Relations Association. Teaching, Learning and Research Symposium, 1/01/04.

But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality. / Helou, Mammy; Caddy, Ian N.; Tipples, Rupert.
Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand. International Employment Relations Association, 2004.

Research output: Chapter in Book / Conference Paper › Conference Paper

TY - GEN

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AU - Helou, Mammy

AU - Caddy, Ian N.

AU - Tipples, Rupert

PY - 2004

Y1 - 2004

N2 - ![CDATA[There are many research books and publications discussing the virtues of qualitative research in the social sciences in general and in marketing in particular. This article attempts to discuss the limitations of qualitative research followed by a discussion of the contributions of qualitative research methods to the development of a better understanding of customer service management, consumer expectations and customer service quality.]]

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KW - marketing research

KW - qualitative research

KW - consumers

KW - customer services

KW - quality control

KW - consumer satisfaction

UR - http://handle.uws.edu.au:8081/1959.7/40429

M3 - Conference Paper

SN - 0975013157

BT - Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand

PB - International Employment Relations Association

T2 - International Employment Relations Association. Teaching, Learning and Research Symposium

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ER -

Helou M, Caddy IN, Tipples R. But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality. In Proceedings of the Second International Employment Relations Association Teaching, Learning and Research Symposium, 29-31 January 2003, Hotel Grand Chancellor, Christchurch, New Zealand. International Employment Relations Association. 2004

But will they repurchase? : the contributions of qualitative marketing research to the measurement of consumers' expectations and customer service quality

Abstract

Conference

Keywords

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