“…Determining optimum levels of customer service is understood to depend on accurately assessing customer expectations, so that companies are able to meet highly-valued customer expectations and avoid employing those services that customers do not value; regular customer feedback has been determined essential to such successful customer satisfaction strategies (Evelyn and DeCarlo, 1992;Miller, 1992;Peters and Waterman, 1982;Peters and Austin, 1985;Sonnenberg, 1991). Successful customer service focused companies measure their service to ascertain how well they are satisfying their customers (Peters and Waterman, 1982;Evelyn and DeCarlo, 1992;Albrecht, 1992), and superior companies have been shown to be consistently excellent listeners to their customers (Albrecht, 1992).…”