Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study

Total Quality Management

Volumn 12, Issue 7, 2001, Pages 834-841

  Cassel, Claes ^a   Eklöf, Jan A ^a  

^a STOCKHOLM SCHOOL OF ECONOMICS   (Sweden)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442280750     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120100000004     Document Type: Article

References (2)

1. CASSEL, C. & EKLÖF, J.A. (2001) Evaluation of Model Structures for the EPSI Framework (IFCF Publication Series).
2. 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.