Modeling customer satisfaction in telecommunications: Assessing the effects of multiple transaction points on the perceived overall performance of the provider

Production and Operations Management

Volumn 12, Issue 2, 2003, Pages 224-245

  Athanassopoulos, Antreas D ^{a,c,d,e,f,g,h,i,j,k}   Iliakopoulos, Anastasios ^b,c,l  

^a Athens Laboratory of Business Administration   (Greece)

^b Business and Project Management SA   (Greece)

^c Warwick Business School ^*

^d UNIVERSITY OF WARWICK   (United Kingdom)

^e Piraeus Bank SA   (Greece)

^f Home Office Central Research Establishment   (United Kingdom)

^g SIEMENS AG   (Germany)

^h Hellenic Bank for Indust Devmt   (Greece)

ⁱ Hellenic Telecommunications Organization SA (OTE)   (Greece)

^j Europ Soc Opinion and Mktg Res   (Greece)

^k Piraeus Bank   (Greece)

^l NATIONAL TECHNICAL UNIVERSITY OF ATHENS   (Greece)

more..

Author keywords

Consumer Behaviour; Customer Satisfaction; Decision Making; Telecommunications

Indexed keywords

EID: 0344129955     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2003.tb00502.x     Document Type: Article

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