The pan-european customer satisfaction index programme - Current work and the way ahead

Total Quality Management

Volumn 13, Issue 8, 2002, Pages 1099-1106

  Eklöf, Jan A ^a   Westlund, Anders H ^a  

^a STOCKHOLM SCHOOL OF ECONOMICS   (Sweden)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0036902050     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120200000005     Document Type: Article

References (7)

1. ECSI (1998) European Customer Satisfaction Index-Foundation and Structure for Harmonised National Pilot Projects, Report prepared by ECSI Technical Committee. ECSI Document no. 005 ed. 1 20-11-98.
2. ECSI (2000) Pan-European Banking Sector Report-Based on the Pilot Studies 1999, Stockholm, March.
3. Eklöf, J.A., Hackl, P. & Westlund, A. (1999) On measuring interaction between customer satisfaction and financial results, Journal of Total Quality Management, 10(4-5), pp. 514-522.
4. EPSI RATING (2002) Pan European Customer Satisfaction Index 2001, Athens 2002.
5. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. & Everitt Bryant, B. (1996) The American customer satisfaction index: nature, purpose, and findings, Journal of Marketing, 60, pp. 7-18.
6. Kristensen, K. (2001) Management Information Systems for Organizational Excellence, paper presented to the EPSI industry meeting London, February.
7. Westlund, A. & Kristensen, K. (2001) Management and external disclosure of intangible assets-the need for valid and reliable measurements, European Quality.