1. Mathematical Model for Determining Costs of Unsatisfied Customers of HoReCa Industry. (2022). Marius, Coman ; Florea, Nicoleta Valentina ; Gudanescu, Nicoleta Luminita ; Zaman, Gheorghe ; Mihai, Doina Constanta ; Ionescu, Constantin Aurelian.
   In: The AMFITEATRU ECONOMIC journal.
   RePEc:aes:amfeco:v:24:y:2022:i:59:p:268.

   Full description at Econpapers || Download paper

2. A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming. (2019). Ersoz, Suleyman ; Toklu, Bilal ; Aktepe, Adnan.
   In: Journal of Intelligent Manufacturing.
   RePEc:spr:joinma:v:30:y:2019:i:8:d:10.1007_s10845-015-1166-x.

   Full description at Econpapers || Download paper

3. Application Of Rating Scale Model In Conversion Of Rating Scales Points To The Form Of Triangular Fuzzy Numbers. (2014). Bartomiej, Jefmaski .
   In: Folia Oeconomica Stetinensia.
   RePEc:vrs:foeste:v:14:y:2014:i:2:p:7-18:n:10.

   Full description at Econpapers || Download paper

1. Afuah, A.C.T. Internet Business Models and Strategies. 2001 McGraw Hill: Boston
   Paper not yet in RePEc: Add citation now
   
2. Albert, C. Service Loyalty: the effects of service quality and the mediating role of customer satisfaction. 2002 Eur. J. Market.. 36 810-823
   Paper not yet in RePEc: Add citation now
   
3. Anderson, E.W. ; Fornell, C. Foundations of the American Customer Satisfaction Index. 2000 Total Qual. Manag.. 11 S869-S882
   Paper not yet in RePEc: Add citation now
   

4. Anderson, E.W. ; Fornell, C. ; Rust, R.T. Customer satisfaction, productivity and profitability: differences between goods and services. 1997 Market. Sci.. 16 129-145

5. Band, W. Create a customer satisfaction index (CSI) to improve your performance. 1990 Sales Market. Manag. Can.. 31 58-59
   Paper not yet in RePEc: Add citation now
   
6. Chrisholm, J. Using the Internet to measure customer satisfaction and loyalty. 1998 En : Zemke, R. ; Woods, J.A. Best Practices in Customer Service. Amacom: New York
   Paper not yet in RePEc: Add citation now
   
7. Churchill, G.A. ; Surprenant, C. An investigation into the determinants of customer satisfaction. 1982 J. Market. Res.. 19 491-504
   Paper not yet in RePEc: Add citation now
   
8. Dubois, D. ; Prade, H. Fuzzy Sets and Systems—Theory and Applications. 1980 Academic Press: New York
   Paper not yet in RePEc: Add citation now
   
9. Eklöf, J. ; Hackl, P. ; Westlund, A. On measuring interaction between customer satisfaction and financial results. 1999 J. Total Qual. Manag.. 10 514-522
   Paper not yet in RePEc: Add citation now
   
10. Fornell, C. A national customer satisfaction barometer: the swedish experience. 1992 J. Market.. 56 6-21
    Paper not yet in RePEc: Add citation now
    
11. Hackl, P. ; Westlund, A.H. On structural equation modelling for customer satisfaction measurement. 2000 J. Total Qual. Meas.. 11 820-825
    Paper not yet in RePEc: Add citation now
    
12. Martensen, A. ; Kristensen, K. ; Grønholdt, L. Customer satisfaction measurement at post Denmark: results of application of the European Customer Satisfaction Index methodology. 2000 Total Qual. Manag.. 11 S1007-S1015
    Paper not yet in RePEc: Add citation now
    
13. Michael, D.J. Determining attribute importance in a service satisfaction model. 2004 J. Serv. Res.. 7 124-141
    Paper not yet in RePEc: Add citation now
    
14. Oliver, R.L. A cognitive model for the antecedents and consequences of satisfaction decisions. 1980 J. Market. Res.. 17 460-469
    Paper not yet in RePEc: Add citation now
    
15. Oliver, R.L. Satisfaction: A Behavioral Perspective on the Customer. 1996 McGraw-Hill: New York
    Paper not yet in RePEc: Add citation now
    
16. Parasuraman, A. ; Berry, L.L. ; Zeithaml, V.A. Understanding customer expectations of service. 1991 Sloan Manag. Rev.. 32 39-48
    Paper not yet in RePEc: Add citation now
    
17. Stephen, H. A comparison of B2C E-commerce in developing countries. 2004 Electr. Comm. Res.. 4 181-199
    Paper not yet in RePEc: Add citation now
    
18. Wang, M. Assessment of e-service quality via e-satisfaction in e-commerce globalization. 2003 The Electr. J. Inform. Syst. Develop. Countries. 11 1-4
    Paper not yet in RePEc: Add citation now
    
19. Westlund, A.H. ; Eklöf, J. The Pan-European Customer Satisfaction Index Program—current work and the way ahead. 2002 J. Total Qual. Measur.. 13 1099-1106
    Paper not yet in RePEc: Add citation now
    
20. Zadeh, L.A. Fuzzy sets. 1965 Inform. Control. 8 338-353
    Paper not yet in RePEc: Add citation now
    

1. Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. (2016). Wang, Xin ; Xiao, Weizhou ; Shen, Weiwei.
   In: Transport Policy.
   RePEc:eee:trapol:v:46:y:2016:i:c:p:20-31.

   Full description at Econpapers || Download paper

2. Performance measurement with multiple interrelated variables and threshold target levels: Evidence from retail firms in the US. (2016). Zervopoulos, Panagiotis ; Brisimi, Theodora S ; Cheng, Gang ; Emrouznejad, Ali.
   In: European Journal of Operational Research.
   RePEc:eee:ejores:v:250:y:2016:i:1:p:262-272.

   Full description at Econpapers || Download paper

3. Design for the environment: Impact of regulatory policies on product development. (2016). Jonnalagedda, Sreelata ; Gouda, Sirish Kumar ; Saranga, Haritha.
   In: European Journal of Operational Research.
   RePEc:eee:ejores:v:248:y:2016:i:2:p:558-570.

   Full description at Econpapers || Download paper

4. Spending more time with the customer: service-providers’ behavioral discretion and call-center operations. (2015). Dana, Yagil ; Gil, Luria ; Iddo, Gal .
   In: Service Business.
   RePEc:spr:svcbiz:v:9:y:2015:i:3:p:427-443.

   Full description at Econpapers || Download paper

5. INFORMATION TECHNOLOGY AND THE COMPANY PERFORMANCE IN THE SECTOR OF SERVICES. (2015). Liviu, Bozga .
   In: Annals - Economy Series.
   RePEc:cbu:jrnlec:y:2015:v:special:p:127-133.

   Full description at Econpapers || Download paper

6. QUALITY AND CUSTOMER SATISFACTION: RELATIONSHIPS AND DYNAMICS. A CASE STUDY. (2014). Silvestri, Cecilia.
   In: Business Excellence and Management.
   RePEc:rom:bemann:v:4:y:2014:i:1:p:5-21.

   Full description at Econpapers || Download paper

7. Service productivity, technology and organization - Converting theory to praxis. (2014). Viitamo, Esa .
   In: ETLA Working Papers.
   RePEc:rif:wpaper:26.

   Full description at Econpapers || Download paper

8. Strategy in practice: a quantitative approach to target setting. (2014). Zervopoulos, Panagiotis ; Fafaliou, Irene.
   In: MPRA Paper.
   RePEc:pra:mprapa:54054.

   Full description at Econpapers || Download paper

9. How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective. (2014). Wang, Yong J. ; Guo, Chiquan ; Metcalf, Ashley .
   In: International Journal of Production Economics.
   RePEc:eee:proeco:v:156:y:2014:i:c:p:235-245.

   Full description at Econpapers || Download paper

10. Is the more always better? A comparative study of internal and external integration practices in new product and new service development. (2014). Kuehnl, Christina ; Homburg, Christian.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:67:y:2014:i:7:p:1360-1367.

    Full description at Econpapers || Download paper

11. Performance or learning goal orientation: Implications for business performance. (2014). Mohd-Said, Saad ; Che-Ha, Norbani ; Mavondo, Felix T..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:67:y:2014:i:1:p:2811-2820.

    Full description at Econpapers || Download paper

12. The organisational environment’s impact on the servitization of manufacturers. (2014). Turunen, Taija ; Finne, Max.
    In: European Management Journal.
    RePEc:eee:eurman:v:32:y:2014:i:4:p:603-615.

    Full description at Econpapers || Download paper

13. Customer satisfaction: Cost driver or value driver? Empirical evidence from the financial services industry. (2014). Verbeeten, Frank H. M., ; Terpstra, Maarten .
    In: European Management Journal.
    RePEc:eee:eurman:v:32:y:2014:i:3:p:499-508.

    Full description at Econpapers || Download paper

14. 1 + 1 does not always equal value creation: The case of YouTube. (2013). Kuppelwieser, Volker ; Simpson, Merlin ; Chiummo, Gabriel .
    In: Marketing Letters.
    RePEc:kap:mktlet:v:24:y:2013:i:3:p:311-321.

    Full description at Econpapers || Download paper

15. Services and the Business Models of Product Firms: An Empirical Analysis of the Software Industry. (2013). Kahl, Steven J. ; Cusumano, Michael A. ; Suarez, Fernando F..
    In: Management Science.
    RePEc:inm:ormnsc:v:59:y:2013:i:2:p:420-435.

    Full description at Econpapers || Download paper

16. Designing service quality to survive: Empirical evidence from Chinese new ventures. (2013). Zhao, Lisa Y. ; Di Benedetto, Anthony C..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:66:y:2013:i:8:p:1098-1107.

    Full description at Econpapers || Download paper

17. Product and process productivity: Implications for quality choice and conditional exporter premia. (2013). Sivadasan, Jagadeesh ; Hallak, Juan.
    In: Journal of International Economics.
    RePEc:eee:inecon:v:91:y:2013:i:1:p:53-67.

    Full description at Econpapers || Download paper

18. Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. (2012). Dong, Yan ; Dresner, Martin ; Steven, Adams B..
    In: Transportation Research Part E: Logistics and Transportation Review.
    RePEc:eee:transe:v:48:y:2012:i:4:p:743-754.

    Full description at Econpapers || Download paper

19. Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysias healthcare sector. (2012). Ndubisi, Nelson Oly.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:65:y:2012:i:4:p:537-546.

    Full description at Econpapers || Download paper

20. Product Customization and Customer Service Costs: An Empirical Analysis. (2011). Telang, Rahul ; Kumar, Anuj.
    In: Manufacturing & Service Operations Management.
    RePEc:inm:ormsom:v:13:y:2011:i:3:p:347-360.

    Full description at Econpapers || Download paper

21. Proposing a new approach to discussing economic effects of design quality. (2010). Freiesleben, Johannes .
    In: International Journal of Production Economics.
    RePEc:eee:proeco:v:124:y:2010:i:2:p:348-359.

    Full description at Econpapers || Download paper

22. Firm downsizing and satisfaction among United States and European customers. (2010). Ulaga, Wolfgang ; Biemans, Wim ; Lewin, Jeffrey E..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:63:y:2010:i:7:p:697-706.

    Full description at Econpapers || Download paper

23. When does electronic word-of-mouth matter? A study of consumer product reviews. (2010). Zhang, Jason Q. ; Craciun, Georgiana ; Shin, Dong Woo.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:63:y:2010:i:12:p:1336-1341.

    Full description at Econpapers || Download paper

24. —Customer Satisfaction-Based Mispricing: Issues and Misconceptions. (2009). Jacobson, Robert ; Mizik, Natalie.
    In: Marketing Science.
    RePEc:inm:ormksc:v:28:y:2009:i:5:p:836-845.

    Full description at Econpapers || Download paper

25. —Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone. (2009). Yang, Yinghui ; Chen, Rachel R. ; Gerstner, Eitan.
    In: Marketing Science.
    RePEc:inm:ormksc:v:28:y:2009:i:3:p:599-608.

    Full description at Econpapers || Download paper

26. The Effect of Labor on Profitability: The Role of Quality. (2009). Ton, Zeynep.
    In: Harvard Business School Working Papers.
    RePEc:hbs:wpaper:09-040.

    Full description at Econpapers || Download paper

27. Market orientation, competitive advantage, and performance: A demand-based perspective. (2009). Zhou, Kevin Zheng ; Brown, James R. ; Dev, Chekitan S..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:62:y:2009:i:11:p:1063-1070.

    Full description at Econpapers || Download paper

28. A model of customer e-loyalty in the online banking. (2009). Lii, Yuan-Shuh.
    In: Economics Bulletin.
    RePEc:ebl:ecbull:eb-08m30002.

    Full description at Econpapers || Download paper

29. Can Inaccurate Perceptions in Business-to-Business (B2B) Relationships Be Beneficial?. (2008). William T. Ross, Jr., ; Vosgerau, Joachim ; Anderson, Erin.
    In: Marketing Science.
    RePEc:inm:ormksc:v:27:y:2008:i:2:p:205-224.

    Full description at Econpapers || Download paper

30. A fuzzy model of customer satisfaction index in e-commerce. (2008). Xu, Yang ; Liu, Xiaohong ; Zeng, Xianyi ; Koehl, Ludovic.
    In: Mathematics and Computers in Simulation (MATCOM).
    RePEc:eee:matcom:v:77:y:2008:i:5:p:512-521.

    Full description at Econpapers || Download paper

31. Analyse der Konformitätskosten – dargestellt am Beispiel des Kundenservice eines Versandhandelsunternehmens. (2007). Hoeck, Michael .
    In: Metrika: International Journal for Theoretical and Applied Statistics.
    RePEc:spr:metrik:v:18:y:2007:i:1:p:61-82.

    Full description at Econpapers || Download paper

32. The Effect of Operational Performance and Focus on Profitability: A Longitudinal Study of the U.S. Airline Industry. (2007). tsikriktsis, nikos.
    In: Manufacturing & Service Operations Management.
    RePEc:inm:ormsom:v:9:y:2007:i:4:p:506-517.

    Full description at Econpapers || Download paper

33. The Effect of Service Experiences over Time on a Suppliers Retention of Business Customers. (2006). Bolton, Ruth ; Bramlett, Matthew D. ; Lemon, Katherine N..
    In: Management Science.
    RePEc:inm:ormnsc:v:52:y:2006:i:12:p:1811-1823.

    Full description at Econpapers || Download paper

34. Customer Metrics and Their Impact on Financial Performance. (2006). Zeithaml, Valarie ; Gupta, Sunil.
    In: Marketing Science.
    RePEc:inm:ormksc:v:25:y:2006:i:6:p:718-739.

    Full description at Econpapers || Download paper

35. Marketing Models of Service and Relationships. (2006). Chung, Tuck Siong ; Rust, Roland T..
    In: Marketing Science.
    RePEc:inm:ormksc:v:25:y:2006:i:6:p:560-580.

    Full description at Econpapers || Download paper

36. The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance. (2006). Morgan, Neil A. ; Rego, Lopo Leotte .
    In: Marketing Science.
    RePEc:inm:ormksc:v:25:y:2006:i:5:p:426-439.

    Full description at Econpapers || Download paper

37. The importance of website content in online purchasing across different types of products. (2005). Verhagen, Tibert ; Boter, Jaap.
    In: Serie Research Memoranda.
    RePEc:vua:wpaper:2005-10.

    Full description at Econpapers || Download paper

38. Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams. (2005). Wetzels, Martin ; de Ruyter, KO ; de Jong, AD.
    In: Management Science.
    RePEc:inm:ormnsc:v:51:y:2005:i:11:p:1610-1625.

    Full description at Econpapers || Download paper

39. Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction. (2005). Mittal, Vikas ; Tadikamalla, Pandu ; Anderson, Eugene W. ; Sayrak, Akin.
    In: Marketing Science.
    RePEc:inm:ormksc:v:24:y:2005:i:4:p:544-555.

    Full description at Econpapers || Download paper

40. Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: an exploratory study. (2005). Chenhall, Robert H..
    In: Accounting, Organizations and Society.
    RePEc:eee:aosoci:v:30:y:2005:i:5:p:395-422.

    Full description at Econpapers || Download paper

41. The Competitive Causes and Consequences of Customer Satisfaction. (2005). Gomez, Miguel ; Simon, Daniel H..
    In: 2005 Annual meeting, July 24-27, Providence, RI.
    RePEc:ags:aaea05:19371.

    Full description at Econpapers || Download paper

42. THIRD-PARTY COMPLAINTS AND FIRM PERFORMANCE: AN APPLICATION IN SPANISH BANKING. (2004). Sellers, Ricardo ; Mas, Francisco J. ; Casado, Ana B..
    In: Working Papers. Serie EC.
    RePEc:ivi:wpasec:2004-01.

    Full description at Econpapers || Download paper

43. Web-based marketing: The coming revolution in marketing thought and strategy. (2004). Sheth, Jagdish N. ; Sharma, Arun.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:57:y:2004:i:7:p:696-702.

    Full description at Econpapers || Download paper

44. Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services. (2004). Ojasalo, Katri ; Gronroos, Christian.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:57:y:2004:i:4:p:414-423.

    Full description at Econpapers || Download paper

45. The Theoretical Underpinnings of Customer Asset Management. (2002). Verhoef, Peter ; Bolton, Ruth ; Lemo, K. N..
    In: ERIM Report Series Research in Management.
    RePEc:ems:eureri:226.

    Full description at Econpapers || Download paper

46. Comparing customer satisfaction across industries and countries. (2002). Johnson, Michael D. ; Herrmann, Andreas ; Gustafsson, Anders.
    In: Journal of Economic Psychology.
    RePEc:eee:joepsy:v:23:y:2002:i:6:p:749-769.

    Full description at Econpapers || Download paper

47. Marketing productivity: issues and analysis. (2002). Sisodia, Rajendra S. ; Sheth, Jagdish N..
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:55:y:2002:i:5:p:349-362.

    Full description at Econpapers || Download paper

48. Value creation through entrepreneurial activity: A multiple constituency approach. (2002). Mair, Johanna.
    In: IESE Research Papers.
    RePEc:ebg:iesewp:d-0468.

    Full description at Econpapers || Download paper

49. Environmental uncertainty, corporate strategy, performance measurement and the creation of economic value. (2001). .
    In: Serie Research Memoranda.
    RePEc:vua:wpaper:2001-13a.

    Full description at Econpapers || Download paper

50. A Dynamic Model of the Duration of the Customers Relationship with a Continuous Service Provider: The Role of Satisfaction. (1998). Bolton, Ruth.
    In: Marketing Science.
    RePEc:inm:ormksc:v:17:y:1998:i:1:p:45-65.

    Full description at Econpapers || Download paper

Report date: 2025-10-03 21:24:19 || Missing content? Let us know