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References

1982Mail and Telephone Surveys: The Total Design Method.6,852 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1979Mail and Telephone Surveys: The Total Design Method.5,023 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1988The House of Quality2,266 cited
1973Issues in Marketing's Use of Multi-Attribute Attitude Models683 cited
1992How the Baldrige Award really works.388 cited

2012The drivers of customer attractiveness, supplier satisfaction and preferred customer status: A literature review169 cited
2000Business Marketing Comes of Age: A Comprehensive Review of the Literature154 cited
2000Business excellence through customer satisfaction147 cited
2000Measuring customer satisfaction: Why, what and how122 cited
2000The impact of satisfaction, trust, and relationship value on commitment: theoretical considerations and empirical results119 cited
2010Customer response to dissatisfaction: A synthesis of literature and conceptual framework108 cited
2006The exploration of customer satisfaction model from a comprehensive perspective82 cited
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75 cited