Yang, Ching-Chow; Yang, King-Jang; Yeh, Tsu-Ming; Pai, … - In: The Service Industries Journal 29 (2009) 2, pp. 143-154
Many firms conduct satisfaction surveys of their customers, with a view to using the analyzed results to identify areas of potential improvement. The weakness in this approach is that attributes with a lower satisfaction level might not be in need of improvement. They might merely be of little...