The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis
Year of publication: |
2004
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Authors: | Matzler, Kurt ; Bailom, Franz ; Hinterhuber, Hans H. ; Renzl, Birgit ; Pichler, Johann |
Published in: |
Industrial marketing management : the international journal for industrial and high-tech firms. - New York, NY [u.a.] : Elsevier, ISSN 0019-8501, ZDB-ID 1201244. - Vol. 33.2004, 4, p. 271-278
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