The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis

2003/06/02 by Kurt Matzler, Franz Bailom, Hans H Hinterhuber +3 · 17 citations
Business, Management and Accounting · Agricultural and Biological Sciences · #Customer Service Quality and Loyalty #Sensory Analysis and Statistical Methods #Quality and Supply Management

paper · doi:10.1016/s0019-8501(03)00055-5

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