tag:blogger.com,1999:blog-15466608.post8992261753180423764..comments2007-04-26T09:54:21.937+10:00Craig Brownhttp://www.blogger.com/profile/01210437173582289473noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-15466608.post-63658580318159708872007-04-26T09:54:21.937+10:002007-04-26T09:54:21.937+10:00Thanks for the feedback Anton. <BR/><BR/>As I read through the academic papers on the subject of service quality RATER (formerly SERVQUAL) keeps being called out as the best model - and i hear so little about it in the workplace.<BR/><BR/>I guess it's a reflection of the technical focus in the industry, rather than on the soft skills.Craighttp://www.blogger.com/profile/04913411035783086223noreply@blogger.comtag:blogger.com,1999:blog-15466608.post-64587884204235425182007-04-24T02:09:57.512+10:002007-04-24T02:09:57.512+10:00This is a very interesting topic and I wholeheartedly agree with you about empathy being a key to strong relationships. I have given an additional analysis in my post <A HREF="http://theitconsultant.spaces.live.com/blog/cns!E2069F5E4B3A2575!192.entry" REL="nofollow">growing a client relationship</A>.Anton Vishnyakhttp://theitconsultant.spaces.live.com/noreply@blogger.com