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Volumn , Issue , 2017, Pages 1-288

The handbook of customer satisfaction and loyalty measurement

(2)  Hill, Nigel a   Alexander, Jim a  

a NONE

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Indexed keywords


EID: 85082882381     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9781315239279     Document Type: Book
Times cited : (45)

References (37)
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    • The ideal product, the ideal customer, the ideal company. New perspectives in customer satisfaction research
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  • 5
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    • Customer satisfaction - relative to competitors - is where it's at
    • Gale, Bradley T. (February 1994) 'Customer satisfaction - relative to competitors - is where it's at', Marketing and Research Today.
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  • 7
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    • Why it is customer loyalty that counts (and how to measure it)
    • Gould, Graham (1995) 'Why it is customer loyalty that counts (and how to measure it)', Managing Service Quality, vol. 5, no. 1.
    • (1995) Managing Service Quality , vol.5 , Issue.1
    • Gould, G.1
  • 8
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    • SIMALTO - a technique for improved product design and marketing
    • ESOMAR, Oslo.
    • Green, J.L. (1997) 'SIMALTO - a technique for improved product design and marketing', ESOMAR, Oslo.
    • (1997)
    • Green, J.L.1
  • 13
    • 0030500171 scopus 로고    scopus 로고
    • The relationships of customer satisfaction, customer loyalty and profitability: an empirical study
    • Hallowell, Roger (1996) 'The relationships of customer satisfaction, customer loyalty and profitability: an empirical study', International Journal of Service Industry Management, vol. 7, no. 4.
    • (1996) International Journal of Service Industry Management , vol.7 , Issue.4
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  • 18
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    • Why satisfied customers defect
    • November-December.
    • Jones, Thomas O. and Sasser Jr., Earl (1995) 'Why satisfied customers defect', Harvard Business Review, November-December.
    • (1995) Harvard Business Review
    • Jones, T.O.1    Sasser, E.2
  • 24
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    • SERVQUAL: a multiple item scale for measuring customer perceptions of service quality research
    • Marketing Sciences Institute.
    • Parasuraman, A., Zeithaml, V. and Berry, L. (1986) 'SERVQUAL: a multiple item scale for measuring customer perceptions of service quality research', Marketing Sciences Institute.
    • (1986)
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.3
  • 27
    • 0002433581 scopus 로고    scopus 로고
    • Learning from customer defections
    • March-April.
    • Reichheld, Frederick F. (1996) 'Learning from customer defections', Harvard Business Review, March-April.
    • (1996) Harvard Business Review
    • Reichheld, F.F.1
  • 28
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    • Zero defections: quality comes to services
    • September-October.
    • Reichheld, Frederick F. and Sasser Jr., W. Earl (1990) 'Zero defections: quality comes to services', Harvard Business Review, September-October.
    • (1990) Harvard Business Review
    • Reichheld, F.F.1    Sasser, W.E.2
  • 29
    • 0002866621 scopus 로고    scopus 로고
    • The employee customer profit chain at Sears
    • January-February.
    • Rucci, Anthony J., Kirn, Steven P. and Quinn, Richard T. (1998) 'The employee customer profit chain at Sears', Harvard Business Review, January-February.
    • (1998) Harvard Business Review
    • Rucci, A.J.1    Kirn, S.P.2    Quinn, R.T.3
  • 30
    • 39149097400 scopus 로고
    • Customer satisfaction, customer retention and market share
    • Summer.
    • Rust, Roland T. and Zahorik, Anthony J. (1993) 'Customer satisfaction, customer retention and market share', Journal of Retailing, vol. 69, no. 2, Summer.
    • (1993) Journal of Retailing , vol.69 , Issue.2
    • Rust, R.T.1    Zahorik, A.J.2
  • 32
    • 0030687196 scopus 로고    scopus 로고
    • The use of customer and employee-based performance measures in The Times Top 500 companies
    • Stone, Claire Louise and Banks, J. Maria (1997) 'The use of customer and employee-based performance measures in The Times Top 500 companies', The TQM Magazine, vol. 9, no. 2.
    • (1997) The TQM Magazine , vol.9 , Issue.2
    • Stone, C.L.1    Banks, J.M.2
  • 34
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    • The case for customer satisfaction measurement
    • Taylor, Christopher (1995) 'The case for customer satisfaction measurement', Managing Service Quality, vol. 5, no. 1.
    • (1995) Managing Service Quality , vol.5 , Issue.1
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  • 35
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    • Climbing the Advocacy Ladder: the impact of disconfirmation of service expectations on customer behavioural intentions
    • White & Schneider (2000) Climbing the Advocacy Ladder: the impact of disconfirmation of service expectations on customer behavioural intentions, Journal of Services Research 2(3).
    • (2000) Journal of Services Research , vol.2 , Issue.3


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