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Methods for determining areas for improvement based on the design of customer surveys
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Methods for determining areas for improvement based on the design of customer surveys (2008)Methods for determining areas for improve…Measuring Service Quality For Strategic Planning And Analysis In Service Firms (2011)Measuring Service Quality For…The role of customer satisfaction in achieving business excellence (2001)The role of customer satisfac…The relationship between customer satisfaction and loyalty: Cross-industry differences (2000)The relationship between cust…Measuring the impact of buying behaviour on customer satisfaction (1999)Measuring the impact of buyin…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…Listening to the Customer -The Concept of a Service-Quality Information System (1997)Listening to the Customer -Th…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Voice of the Customer (1993)The Voice of the CustomerA National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Five imperatives for improving service quality (1991)Five imperatives for improvin…Delivering Quality Service (1990)Delivering Quality ServiceSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Coefficient Alpha and the Internal Structure of Tests (1951)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)An empirical assessment of the SERVQUAL scale (1992)The Commitment-Trust Theory of Relationship Marketing (1994)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)The House of Quality (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Conducting case study research in operations management (1993)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Foundations of Corporate Success (1995)Quality function deployment: A literature review (2002)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1993The Voice of the Customer1,969 cited
  • 1990Delivering Quality Service1,326 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 1991Five imperatives for improving service quality521 cited
  • 2000The relationship between customer satisfaction and loyalty: Cross-industry differences518 cited
  • 1997Listening to the Customer -The Concept of a Service-Quality Information System270 cited
  • 1999Measuring the impact of buying behaviour on customer satisfaction170 cited
  • 2011Measuring Service Quality For Strategic Planning And Analysis In Service Firms

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142 cited
  • 2001The role of customer satisfaction in achieving business excellence128 cited
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