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Business Horizons
Volumn 45, Issue 5, 2002, Pages 35-42
Seven keys to improving customer satisfaction programs
Author keywords

[No Author keywords available]
Indexed keywords

EID: 0036743424     PISSN: 00076813     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0007-6813(02)00241-0     Document Type: Article
Times cited : (16)
References (11)
  • 1
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    • Managing customer value. New York: Free Press
    • Gale, Bradley. 1994. Managing customer value. New York: Free Press.
    • (1994)
    • Gale, B.1
  • 2
    • 85031433926 scopus 로고    scopus 로고
    • Forthcoming. Best practices in identifying customer-driven improvement opportunities. Industrial Marketing Management
    • Garver, Michael S. Forthcoming. Best practices in identifying customer-driven improvement opportunities. Industrial Marketing Management.
    • Garver, M.S.1
  • 3
    • 0010554906 scopus 로고    scopus 로고
    • Listening to customers
    • (Fall)
    • Garver, Michael S. 2001. Listening to customers. Mid-American Journal of Business 16/2 (Fall): 41-54.
    • (2001) Mid-American Journal of Business , vol.16 , Issue.2 , pp. 41-54
    • Garver, M.S.1
  • 4
    • 0010554907 scopus 로고    scopus 로고
    • Using data mining for customer satisfaction research
    • (Spring)
    • Garver, Michael S. 2002. Using data mining for customer satisfaction research. Marketing Research 14/1 (Spring): 8-12.
    • (2002) Marketing Research , vol.14 , Issue.1 , pp. 8-12
    • Garver, M.S.1
  • 5
    • 0010591154 scopus 로고    scopus 로고
    • Best practice customer value and satisfaction cultures
    • (Spring)
    • Garver, Michael S. and Robert Cook. 2001. Best practice customer value and satisfaction cultures. Mid-American Journal of Business 16/1 (Spring): 11-21.
    • (2001) Mid-American Journal of Business , vol.16 , Issue.1 , pp. 11-21
    • Garver, M.S.1    Robert, C.2
  • 6
    • 0004253047 scopus 로고
    • Naturalistic inquiry
    • Beverly Hills, CA: Sage
    • Lincoln, Yvonna S., and Egon G. Guba. 1985. Naturalistic inquiry. Beverly Hills, CA: Sage.
    • (1985)
    • Lincoln, Y.S.1    Egon, G.G.2
  • 7
    • 0002954788 scopus 로고
    • The effect of a market orientation on business profitability
    • (October)
    • Narver, John C., and Stanley F. Slater. 1990. The effect of a market orientation on business profitability. Journal of Marketing 54/4 (October): 20-34.
    • (1990) Journal of Marketing , vol.54 , Issue.4 , pp. 20-34
    • Narver, J.C.1    Slater, F.S.2
  • 8
    • 0033439536 scopus 로고    scopus 로고
    • Whence consumer loyalty?
    • (October)
    • Oliver, Richard. 1999. Whence consumer loyalty? Journal of Marketing 63/33 (October): 33-44.
    • (1999) Journal of Marketing , vol.63 , Issue.33 , pp. 33-44
    • Oliver, R.1
  • 9
    • 85107982221 scopus 로고
    • Return on quality (ROQ): Making service quality financially accountable
    • (April)
    • Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham. 1995. Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing 59/2 (April): 58-70.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 58-70
    • Rust, R.T.1    Zahorik, A.J.2    Keiningham, T.L.3
  • 10
    • 0037941821 scopus 로고
    • Basics of qualitative research: Grounded theory procedures and techniques
    • Newbury Park, CA: Sage, Inc
    • Strauss, Anselm, and Juliet Corbin. 1990. Basics of qualitative research: Grounded theory procedures and techniques. Newbury Park, CA: Sage, Inc.
    • (1990)
    • Strauss, A.1    Corbin, J.2
  • 11
    • 21844507233 scopus 로고
    • Relationship marketing and distribution channels
    • (Fall)
    • Weitz, Barton, and Sandy Jap. 1995. Relationship marketing and distribution channels. Journal of the Academy of Marketing Science 23/4 (Fall): 305-320.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , Issue.4 , pp. 305-320
    • Weitz, B.1    Jap, S.2

* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.