Measuring Customers' Overall Satisfaction: A Multi-Attributes Assessment - Recognizing the drawbacks associated with the traditional approach of measuring customers' overall satisfaction, which simply relies on a single-item measurement of overall satisfaction, an alternative approach is presented. The proposed approach utilizes: All product-service attributes, each customer's varying degree of ...
Year of publication: |
2001
|
---|---|
Authors: | Shin, Dooyoung ; Elliott, Kevin M. |
Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 20507926. - Vol. 22.2001, 1, p. 3-20
|
Saved in:
Saved in favorites
Similar items by person
-
Shin, Dooyoung, (2008)
-
Competition in the eLearning industry : a case study
Kaliski, John, (2008)
-
Maximizing the impact of improvement efforts on customer satisfaction
Shin, Dooyoung, (2015)
- More ...