Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model

Asia Pacific Journal of Marketing and Logistics

Volumn 23, Issue 3, 2011, Pages 386-410

  Chen, Mu Chen ^a   Chang, Kuo Chien ^b   Hsu, Chia Lin ^c   Yang, I Ching ^d  

^a NATIONAL CHIAO TUNG UNIVERSITY   (Taiwan)

^b CHIHLEE INSTITUTE OF TECHNOLOGY   (Taiwan)

^c NATIONAL TAIWAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^d NATIONAL TAIPEI UNIVERSITY OF TECHNOLOGY   (Taiwan)

Author keywords

Customer satisfaction; Home delivery; Kano model; Service convenience; Service quality

Indexed keywords

EID: 84863465100     PISSN: 13555855     EISSN: 17584248     Source Type: Journal    
DOI: 10.1108/13555851111143277     Document Type: Article

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