Some aspects of customer satisfaction and customer loyalty

Total Quality Management

Volumn 9, Issue 4-5, 1998, Pages 145-151

  Kristensen, Kai ^a  

^a AARHUS SCHOOL OF BUSINESS   (Denmark)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0542378748     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/0954412988776     Document Type: Article

References (5)

1. FORNELL, C. (1992) A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 56, pp. 6-21.
2. KRISTENSEN, K. & DAHLGAARD, J.J. (1997) ISS International Service System A/S - Denmark. The European Way to Excellence (Brussels, Directorate General III, European Commission).
3. KRISTENSEN, K. & JUHL, H.J. (1997) Modelling the relationship between customer satisfaction, customer loyalty and performance. In: S. NAVAHANDI & M. SAADAT (Eds), World Manufacturing Congress 97 (London, Academic Press), pp. 804-808.
4. KRISTENSEN, K. & MARTENSEN, A. (1996) Linking customer satisfaction to loyalty and performance, ESOMAR Publication Series, 204, pp. 159-169.
5. KRISTENSEN, K., DAHLGAARD, J.J. & KANJI, G.K. (1992) On measurement of customer satisfaction, Total Quality Management, 3, pp. 123-128.