The drivers of customer satisfaction and loyalty. The case of Denmark 2000-2002
Article Abstract:
The time dependency as well as industry differences of the drivers of customer satisfaction and customer loyalty in EPSI rating framework are analyzed. The results reveals that the model structure of the EPSI Rating framework is stable across industries as well as stable across time with respect to the overall effects on customer loyalty.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2004
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Different approaches to strategy formulations
Article Abstract:
The need for an integrated performance management, including customer relations, to make right decision making by business enterprises, is discussed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2007
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Customer satisfaction - the role of transparency
Article Abstract:
The impact of transparency of products and services of business enterprises on customer satisfaction is discussed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2007
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