The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark
Total Quality ManagementPublished 1 July 2000
Anne Martensen, Lars Grønholdt, Kai Kristensen
Citations248
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
(2000). The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark. Total Quality Management: Vol. 11, No. 4-6, pp. 544-553.
Keywords
Business, Management and Accounting
PubMedZero defections: quality comes to services.
5,297 Citations1990Frederick F. Reichheld, W. Earl Sasser
Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
Journal of MarketingA National Customer Satisfaction Barometer: The Swedish Experience
4,725 Citations1992Claes Fornell
Journal of MarketingCustomer Satisfaction, Market Share, and Profitability: Findings from Sweden
4,574 Citations1994Eugene W. Anderson, Claes Fornell +1 more
Journal of MarketingThe American Customer Satisfaction Index: Nature, Purpose, and Findings
3,786 Citations1996Claes Fornell, Michael D. Johnson +3 more
Advanced Methods of Marketing Research
1,150 Citations1994Richard P. Bagozzi
Total Quality ManagementMeasuring the impact of buying behaviour on customer satisfaction
170 Citations1999Kai Kristensen, Anne Martensen +1 more