Attitudes towards customer satisfaction measurement in the retail sector

International Journal of Market Research

Volumn 44, Issue 2, 2002, Pages 213-222

  Wilson, Alan ^a  

^a UNIVERSITY OF STRATHCLYDE   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036479307     PISSN: 14707853     EISSN: None     Source Type: Journal    
DOI: 10.1177/147078530204400201     Document Type: Conference Paper

References (14)

1. The complex relationship between consumer satisfaction and brand loyalty
2. Satisfaction studies must measure what the customer wants and expects
3. Why satisfied customers defect
4. Satisfaction measurement: Is it worth it?
5. Measuring customer satisfaction: Fact or artefact?
6. If we are concerned about customer retention, why do we want to keep making contact through customer satisfaction research?
7. Satisfied customers come back for more
8. Keeping the client satisfied
9. The use of mystery shopping in the measurement of service delivery
10. The use of performance information in the management of service delivery