The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis-Reference-Cited by-同舟云学术

The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis

Published:2004-05 Issue:4 Volume:33 Page:271-277
ISSN:0019-8501
Container-title:Industrial Marketing Management
language:en
Short-container-title:Industrial Marketing Management

Author:

Matzler Kurt,Bailom Franz,Hinterhuber Hans H,Renzl Birgit,Pichler Johann

Publisher

Elsevier BV

Subject

Marketing

Reference21 articles.

1. Customer satisfaction, market share and profitability: Findings from Sweden;Anderson;Journal of Marketing,1994

2. Strengthening the satisfaction–profit chain;Anderson;Journal of Service Research,2000

3. How service marketers can identify value-enhancing service elements;Brandt;The Journal of Services Marketing,1988

4. On measuring interactions between customer satisfaction and financial results;Eklöf;Total Quality Management,1999

5. Managing customer value;Gale,1994

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