Journal Article10.2307/1252129
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
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Abstract: Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Baro...
read more
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A process‐based view for customer satisfaction
TL;DR: In this article, a framework for the analysis of the organizational processes required for the achievement of customer satisfaction is proposed, which is subdivided into three main categories: planning, design and monitoring.
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Internal service barometers
TL;DR: In this article, a model to measure internal customer satisfaction and perceptions of internal quality is presented, and an internal service barometer is introduced to evaluate the relationship between internal service quality and internal customer retention.
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Buyer satisfaction with relational exchange across the relationship lifecycle
TL;DR: In this article, the authors explore how relational constructs (total interdependence, trust, commitment, cooperative norms and conflict) impact the buyer's relationship satisfaction across the relationship lifecycle.
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Use of PLS Path Modelling to estimate the European Consumer Satisfaction Index (ECSI) model
Marie-Paule Bayol,Anne de la Foye,Carole Tellier,Michel Tenenhaus +3 more
- 01 Jan 2000
TL;DR: The European Consumer Satisfaction Index (ECSI) as mentioned in this paper is an economic indicator that measures customer satisfaction and is an adaptation of the Swedish Customer Satisfaction Barometer (Fornell, 1992) and is compatible with the American Customer satisfaction Index.
87
Customer Service Experience in Hotel Operations: An Empirical Analysis
TL;DR: In this article, the authors examined the effect of customer experience scale on customer satisfaction, brand loyalty and word-of-mouth in hotel industry, and found that customer satisfaction influences both brand loyalty, and the indirect effect of the customer satisfaction on word ofmouth through brand loyalty is strong.
87
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