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Customer satisfaction and links to customer profitability : an empirical examination of the association between attitudes and behavior
Söderlund, Magnus; Vilgon, Mats - 1999
Persistent link: https://www.econbiz.de/10001514914
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E-market dominance : how to use the Internet to win and keep customers
Ash, Brian; Lambert, Tom - 2001
Persistent link: https://www.econbiz.de/10001535678
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Monitoring, measuring and managing customer service
Goodman, Gary S; Goodman, Gary S. - 2000
Persistent link: https://www.econbiz.de/10001449388
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Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986
Persistent link: https://www.econbiz.de/10000767760
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Customer satisfaction in a store performance framework
Mägi, Anne - 1995
Persistent link: https://www.econbiz.de/10000921846
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The impact of waiting time guarantees on customers' waiting experiences
Kumar, Piyush; Kalwani, Manohar U.; Dada, Maqbool - 1997
Persistent link: https://www.econbiz.de/10000971319
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A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction
Bolton, Ruth N.; Lemon, Katherine N. - 1998
Persistent link: https://www.econbiz.de/10000988899
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Climbing the commitment ladder : the impact on customer commitment of disconfirmation of service expectations
White, Susan S.; Schneider, Benjamin - 1998
Persistent link: https://www.econbiz.de/10000994120
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Dissatisfaction with services : the impact of satisfaction with service recovery on corporate image and future repurchase intention
Andreassen, Tor Wallin - 1997
Persistent link: https://www.econbiz.de/10001378730
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Requirements management : addressing customer needs and avoiding scope creep
Frame, J. Davidson - In: Project management for business professionals : a …, (pp. 63-80). 2001
Persistent link: https://www.econbiz.de/10001575987