The dawn of traditional CX metrics? : examining satisfaction, EXQ, and WAR
Year of publication: |
2020
|
---|---|
Authors: | Imhof, Gustavo ; Klaus, Philipp |
Published in: |
International journal of market research. - Thousand Oaks, CA : Sage Publishing, ISSN 2515-2173, ZDB-ID 2066720-6. - Vol. 62.2020, 6, p. 673-688
|
Subject: | automotive industry | customer experience | customer experience management | customer satisfaction | CX Quality (EXQ) | measurements | share-of-category | share-of-wallet | wallet allocation rule | Kundenzufriedenheit | Customer satisfaction | Kfz-Industrie | Automotive industry | Beziehungsmarketing | Relationship marketing | Messung | Measurement | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality |
-
The drivers of customer satisfaction and loyalty in automotive aftermarket industry
Chandel, Jyoti Kumar, (2023)
-
Measuring customer experience in service : a systematic review
Bueno, Eduardo Veiga, (2019)
-
An examination of the effects of quality on customer loyalty : the automobile industry in Taiwan
Chang, Peng-Chan, (2014)
- More ...
-
Guest editorial : age is a construct, not a characteristic
Kuppelwieser, Volker, (2020)
-
Tsiotsou, Rodoula H., (2021)
-
EXQ: development and validation of a multiple-item scale for assessing customer experience quality
Klaus, Philipp, (2010)
- More ...