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Modern Analysis of Customer Surveys: with Applications using R · Study

WorkModern Analysis of Customer Surveys: with Applications using R

Ron S. Kenett2012

Work2012

Modern Analysis of Customer Surveys: with Applications using R

Ron S. Kenett · Silvia Salini

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Customer Service Quality and Loyalty Statistical Methods and Applications Survey Sampling and Estimation Techniques

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Structural Equations with Latent Variables.2003Introduction to Survey Quality 2008Encyclopedia of Statistics in Quality and Reliability 2001Improving customer satisfaction, loyalty, and profit: an integrated measurement and management system 2009Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality 2000Business excellence through customer satisfaction

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2020De-Escalate Commitment? Firm Responses to the Threat of Negative Reputation Spillovers from Alliance Partners’ Environmental Misconduct 2014Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry 2016Why Do We Buy Traditional Foods?2014Travellers’ Satisfaction with Railway Transport: A Bayesian Network Approach 2017Improving Communication and Relationship with Customers using Models to Measure their Value

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2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environmentsarticle · 3 shared references 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approacharticle · 3 shared references 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Qualityarticle · 3 shared references 2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedentsarticle · 3 shared references 2007Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyaltyarticle · 3 shared references 2001Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national studyarticle · 3 shared references

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Year2012

Typeother

Published2012-01-30

Languageen

Citations85

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ShelfCustomer Service Quality and Loyalty

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openalex_workW54022830

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