Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study-Reference-Cited by-同舟云学术

Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study

Published:2001-12 Issue:7-8 Volume:12 Page:834-841
ISSN:0954-4127
Container-title:Total Quality Management
language:en
Short-container-title:Total Quality Management

Author:

Cassel Claes,Eklöf Jan A.

Publisher

Informa UK Limited

Subject

General Business, Management and Accounting

Link

http://www.tandfonline.com/doi/pdf/10.1080/09544120100000004

Reference2 articles.

1. ECSI (1998) European Customer Satisfaction Index—Foundation and Structure for Harmonised National Pilot Projects. Report prepared by ECSI Technical Committee, ECSI Document No. 005 ed. 1 20-11-98.

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