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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Citations
Effective Customer Relationship Management of Health Care: A Study of Hospitals in Thailand
Howard W. Combs,B. Laohasirichaikul,S. Chaipoopirutana +2 more
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Personnel capability and customer satisfaction as predictors of customer retention in the banking sector: A mediated-moderation study
TL;DR: In this article, the authors investigated the effect of personnel capability and customer satisfaction on customer retention in the banking sector and the influence of the control variable (gender) on customer satisfaction and mediating role of customer satisfaction has also been examined.
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How manufacturer market orientation influences B2B customer satisfaction and retention: empirical investigation of the three market orientation components
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TL;DR: In this paper, the authors examined how the three market orientation components (customer orientation, competitor orientation and interfunctional coordination) influence industrial manufacturers' customer relationship management outcomes in a business-to-business (B2B) context.
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Determinants of passenger loyalty in multi-airport regions: Implications for tourism destination
TL;DR: In this article, the authors examined the drivers of passenger loyalty to the airport in a multi-airport region using partial least squares-structural equation modeling (PLS-SEM) to analyse survey data.
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Mediating roles of commitment and corporate image in the formation of customer loyalty
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TL;DR: In this paper, the authors test an integrative model to examine the relations among customer satisfaction, trust, commitment, corporate image, attitudinal loyalty and behavioural loyalty and examine the mediating roles of commitment and corporate image on causal relationships between trust and loyalty.
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TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Competitive Strategy: Techniques for Analyzing Industries and Competitors
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Zero defections: quality comes to services.
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