Identifying latently dissatisfied customers and measures for dissatisfaction management
暂无分享,去创建一个
Tom Brijs | Koen Vanhoof | Gilbert Swinnen | Johanna Bloemer | K. Vanhoof | T. Brijs | G. Swinnen | J. Bloemer
[1] Jillian Dawes Farquhar,et al. Marketing of financial services , 1996 .
[2] R. N. Maddox,et al. Two-factor Theory and Consumer Satisfaction: Replication and Extension , 1981 .
[3] Gary W. Loveman,et al. Putting the Service-Profit Chain to Work , 1994 .
[4] John C. Haughey. The Loyalty Effect , 1997, Business Ethics Quarterly.
[5] Kathleen Christensen,et al. Working at Home , 1994 .
[6] H. Vroman. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value , 1996 .
[7] U. Yavas,et al. Bank image: exposition and illustration of correspondence analysis , 1996 .
[8] R. Worcester. Managing the image of your bank: the glue that binds , 1997 .
[9] R. Johnston. The determinants of service quality: satisfiers and dissatisfiers , 1995 .
[10] Koen Vanhoof,et al. Attribute importance: assessing nonlinear patterns of factors contributing to customer satisfaction , 1996 .
[11] Peter S. H. Leeflang,et al. Research methodologies for 'the new marketing' , 1996 .
[12] B. Morris. The Service Profit Chain: : How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value , 1998 .
[13] Trevor Watkins,et al. Marketing Financial Services , 1986 .
[14] R. Agarwal. Fast Algorithms for Mining Association Rules , 1994, VLDB 1994.
[15] G. Mcdougall,et al. Determinants of customer satisfaction in retail banking , 1996 .
[16] U. Renker. [Motivation for work]. , 1975, Zeitschrift fur die gesamte Hygiene und ihre Grenzgebiete.
[17] F. F. Reichheld,et al. Zero defections: quality comes to services. , 1990, Harvard business review.
[18] Mary Jo Bitner,et al. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .
[19] F. Reichheld. Loyalty-based management. , 1993, Harvard business review.
[20] J. E. Swan,et al. Product Performance and Consumer Satisfaction: A New Concept , 1976 .
[21] Ralph L. Day,et al. Modeling Choices Among Alternative Responses to Dissatisfaction , 1984 .
[22] Thomas O. Jones,et al. Why Satisfied Customers Defect , 1996 .
[23] Wayne D. Hoyer,et al. Why Switch? Product Category–Level Explanations for True Variety-Seeking Behavior , 1996 .