Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction
Thorsten Gruber; Alexander Reppel; Isabelle Szmigin and Roediger Voss
| Year of publication: |
2008
|
|---|---|
| Authors: | Gruber, Thorsten ; Reppel, Alexander ; Szmigin, Isabelle ; Voss, Roediger |
| Published in: |
Qualitative market research : an international journal. - Bingley : Emerald Group Publishing Limited, ISSN 1352-2752, ZDB-ID 1463146-5. - Vol. 11.2008, 4, p. 400-413
|
| Subject: | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Messung | Measurement |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10003775212