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ArticleBest practices in identifying customer-driven improvement opportunities

Michael Scott Garver2002

Article2002

Best practices in identifying customer-driven improvement opportunities

Michael Scott Garver

152 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Quality and Supply Management Quality Function Deployment in Product Design

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References

1968The Discovery of Grounded Theory: Strategies for Qualitative Research.1968The Discovery of Grounded Theory; Strategies for Qualitative Research 1992Basics of Qualitative Research 1990Basics of qualitative research 2010Satisfaction: a behavioral perspective on the consumer 1977Importance-Performance Analysis 2014Satisfaction: A Behavioral Perspective on the Consumer 1995Why Satisfied Customers Defect

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2011A gap analysis model for improving airport service quality 2006Back-propagation neural network based importance–performance analysis for determining critical service attributes 2012International Journal of Computer and Electrical Engineering 2008Fuzzy neural based importance-performance analysis for determining critical service attributes 2005Managing Opportunity Development in Business Networks 2011Accounting for dynamics in attribute-importance and for competitor performance to enhance reliability of BPNN-based importance–performance analysis

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Year2002

Typearticle

Published2002-10-30

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations152

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0019-8501(02)00238-9

openalex_workW2019536675

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2007Customer value as a key performance indicator (KPI) and a key improvement indicator (KII)

2017Nonlinear antecedents of customer satisfaction and loyalty in third-party logistics services (3PL)