Service Quality

The Ehrenberg-Bass Institute has leading-edge knowledge in service quality measurement and implication, based on many years of R&D and commercial research. Many of our findings have been published internationally with particular acclaim gained for research into: the aspects of Relationship Quality and the similarities and differences between Service Quality and Relationship Quality.

This knowledge is employed in the research services we offer to clients. It can be used to answer questions, and provide recommendations, for questions you may have such as:

  • What aspects of our service delivery are most likely to effect buying behaviour?

  • What is the best way to handle customer complaints so as to minimise customer defection?

  • How do you evaluate service perceptions when customers interact with the company in multiple ways, via the telephone, face to face and the internet?

  • How can we take action on results from our service monitor?


Click on the following specialist areas for further information:

Mystery Shopping

Service Quality & Satisfaction Measurement

VIDEO: Market Research

For further information on any aspect of Service Quality Research, please click here.



EhrenbergBass_CB_UniSARGB

Professor Andrew Ehrenberg
(1926 - 2010)

August 2010

We are very sad to lose a legendary figure in marketing, market research and the statistics field. Over his life Professor Andrew Ehrenberg’s contribution to the development of marketing science has been enormous. The Ehrenberg-Bass Institute (with colleagues at the Ehrenberg Centre, London SouthBank) will build on his legacy as we continue to develop empirical generalizations in marketing. 

We are sad to lose this great man who was a pioneer in our field, and a dear friend to his colleagues.
The Ehrenberg-Bass Institute

The Ehrenberg-Bass Institute has over 50 marketing scientists contributing to ground breaking research and analysis.

Our research discovers how buyers behave, brands perform and how marketing really works.

Our findings give meaning and context to marketing research, turning data into insightful and meaningful strategy.

We have experts in the areas of:

Advertising
Brand Equity
Marketing Metrics & Buyer Behaviour
Pricing
Media
Sustainable Marketing
Wine Marketing
© 2009 Ehrenberg-Bass Institute for Marketing Science