Proposal of a Customer Satisfaction Index Model (Part of the Antecedents) Adopted to the Algerian Context
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- Hult, G. Tomas M. & Sharma, Pratyush Nidhi & Morgeson, Forrest V. & Zhang, Yufei, 2019. "Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?," Journal of Retailing, Elsevier, vol. 95(1), pages 10-23.
- Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
- Paraskevi Sarantidou, 2017. "Enriching the ECSI model using brand strength in the retail setting," European Journal of Management and Business Economics, Emerald Group Publishing Limited, vol. 26(3), pages 294-312, October.
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More about this item
Keywords
complaint handling; customer satisfaction; customer satisfaction index/barometer; customer expectations; perceived quality; perceived value; price.;All these keywords.
JEL classification:
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
- L12 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Monopoly; Monopolization Strategies
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