Customer satisfaction at the Sheffield World Congress, 1998

Total Quality Management

Volumn 10, Issue 4-5, 1999, Pages 561-568

  Gorst, Jonathan K ^a   Wallace, William ^a   Kanji, Gopal K ^a  

^a SHEFFIELD HALLAM UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442320330     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/0954412997532     Document Type: Article

References (3)

1. FORNELL, C. (1992) A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 56, pp. 6-21.
2. FORNELL, C., JOHNSON, M.D., ANDERSON, E.W., CHA, J. & EVERITT, B. (1996) The American Customer Satisfaction Index: nature, purpose, and findings, Journal of Marketing, pp. 7-18.
3. GORST, J., KANJI, G. & WALLACE, W. (1998) Providing customer satisfaction, Total Quality Management, 9(4/5), pp. S100-S103.