The impact of critical incidents on customer satisfaction in business-to-business relationships

Journal of Business-to-Business Marketing

Volumn 8, Issue 1, 2001, Pages 25-54

  Backhaus, Klaus ^a   Bauer, Matthias ^a  

^a UNIVERSITY OF MÜNSTER   (Germany)

Author keywords

Business to business relationships; Critical incidents; Customer satisfaction; Customer satisfaction measurement; Nonlinear satisfaction formation

Indexed keywords

EID: 18844382896     PISSN: 1051712X     EISSN: 15470628     Source Type: Journal    
DOI: 10.1300/J033v08n01_02     Document Type: Article

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