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Should captive sardines be compensated? : serving customers in a confined zone
Chen, Rachel R.; Gerstner, Eitan; Yang, Yinghui - In: Marketing science : the marketing journal of the … 28 (2009) 3, pp. 599-608
Persistent link: https://www.econbiz.de/10003868077
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Failure : perspectives and prospects in marketing and consumption theory
Kjeldgaard, Dannie; Nøjgaard, Mikkel; Hartmann, … - In: Marketing theory 21 (2021) 2, pp. 277-286
Persistent link: https://www.econbiz.de/10012520610
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Measuring customer experience in service : a systematic review
Bueno, Eduardo Veiga; Weber, Tiziana Brenner Beauchamp; … - In: The service industries journal 39 (2019) 11/12, pp. 779-798
Persistent link: https://www.econbiz.de/10012205844
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Measuring service quality : the opinion of Europeans about utilities
Ferrari, Pieralda A. (contributor);  … - 2008
This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...
Persistent link: https://www.econbiz.de/10003715378
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The choice between a five-point and a ten-point scale in the framework of customer satisfaction measurement
Coelho, Pedro S.; Esteves, Susana P. - In: International journal of market research : JMRS ; the … 49 (2007) 3, pp. 313-339
Persistent link: https://www.econbiz.de/10003467510
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Emotional loyalty and share of wallet: a contingency approach
Kim, Hye-yŏng; Lee, Min-young - In: Journal of retailing and consumer services 17 (2010) 5, pp. 333-339
Persistent link: https://www.econbiz.de/10008654251
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Customers' perspectives regarding e-banking in an emerging economy
Agarwal, Reeti; Rastogi, Sanjay; Mehrotra, Ankit - In: Journal of retailing and consumer services 16 (2009) 5, pp. 340-351
Persistent link: https://www.econbiz.de/10003875613
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Customer delight : distinct construct or zone of nonlinear response to customer satisfaction?
Finn, Adam - In: Journal of service research : JSR 15 (2012) 1, pp. 99-110
Persistent link: https://www.econbiz.de/10009521619
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A multi-attribute model of web site interactivity and customer satisfaction : an application of the Kano model
Zhao, Miao; Dholakia, Ruby R. - In: Managing service quality : MSQ ; an international journal 19 (2009) 3, pp. 286-307
Persistent link: https://www.econbiz.de/10009525094