Книга Exploring Dimensions of Customer Satisfaction Anne Mantel

Exploring Dimensions of Customer Satisfaction

A Qualitative Study

Автор: Anne Mantel
Език: Английски език
Корици: С меки корици
Издател: VDM Verlag
Наличност: Налично при издателя, по поръчка
Изпращаме след 17-27 дни
50.78 99.31 лв
Customer Satisfaction (CS) is often seen as the business idiom of long-term success due to an assume...

Информация за книгата

Автор
Език
Английски език
Корици
Книга - С меки корици
Издадена
2010
страници
64
EAN
9783639230819
ISBN
3639230817
Enbook ID
06830830
Издател
Теглоt
104
Размери
152 x 229 x 4

Пълно описание

Customer Satisfaction (CS) is often seen as the business idiom of long-term success due to an assumed link to profitability. Hence, numerous organisations have tried to measure CS to further increase its level. However, the vague definition of CS and its dimensions has mainly lead to failures of customer satisfaction measurement (CSM). It is the purpose of this dissertation to identify and explore the basic dimensions of CS in order to gain a better understanding of the area. The author Anne Mantel introduces the topic by presenting various definitions on CS and by identifying the following common CS dimensions: expectations, disconfirmation of expectations and perceived performance, perceived quality, perceived value, emotions, loyalty and commitment. Additional findings on these dimensions are obtained in eight semi-structured interviews in a business-to-business environment. After the discussion with CS theory a conclusion is drawn helping to clarify the inconsistencies of CS for both academics and practitioners and also providing new insights for future research.

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