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The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis
Matzler, Kurt; Sauerwein, Elmar - In: International journal of service industry management : IJSIM 13 (2002) 3-4, pp. 314-332
Persistent link: https://www.econbiz.de/10007107095
Cover Image
The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis
Matzler, Kurt; Sauerwein, Elmar - In: International journal of service industry management : IJSIM 13 (2002) 3-4, pp. 314-332
Persistent link: https://www.econbiz.de/10007108252
Cover Image
The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis
Matzler, Kurt; Sauerwein, Elmar - In: International journal of service industry management : IJSIM 13 (2002) 4, pp. 314-332
Persistent link: https://www.econbiz.de/10007108404