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A methodology to map customer complaints and measure customer satisfaction and loyalty · Study

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ArticleA methodology to map customer complaints and measure customer satisfaction and loyalty

Alireza Faed2013

OA

Articlegreen2013

A methodology to map customer complaints and measure customer satisfaction and loyalty

Alireza Faed · Omar Khadeer Hussain · Elizabeth J. Chang

30 citations·0/0 files stored·Service Oriented Computing and Applications

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

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References

2003E‐satisfaction and e‐loyalty: A contingency framework 2005Why Do Customer Relationship Management Applications Affect Customer Satisfaction?2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study 2004Building and sustaining profitable customer loyalty for the 21st century 2011Data Envelopment Analysis: History, Models, and Interpretations 2001From Brand Loyalty to E-Loyalty: A Conceptual Framework 2001A Methodology for Linking Customer Acquisition to Customer Retention 2005Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty

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2015Intelligent customer complaint handling utilising principal component and data envelopment analysis (PDA)

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Details

Year2013

Typearticle

Published2013-10-09

VenueService Oriented Computing and Applications

ISSN-L1863-2386

Languageen

Citations30

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11761-013-0142-6

openalex_workW2082593072

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