The EPSI model as the main factor for identifying customer satisfaction : empirical research
Leonor Gonzélez Menorca, Rubén Fernández-Ortiz, Guadalupe Fuentes Lombardo and Mónica Clavel San Emeterio
| Year of publication: |
March-April 2016
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| Authors: | González Menorca, Leonor ; Fernández-Ortiz, Rubén ; Fuentes Lombardo, Guadalupe ; Clavel San Emeterio, Mónica |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 27.2016, 3/4, p. 447-463
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| Subject: | EPSI | customer satisfaction | image | value | loyalty | expectation | perceived quality | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |