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Author: | Backhaus, K. Bauer, M. |
Title: | The impact of critical incidents on customer satisfaction in business-to-business relationships |
Journal: | Journal of Business-to-Business Marketing
2000 : VOL. 8:1, p. 25-54 |
Index terms: | BUSINESS-TO-BUSINESS |
Freeterms: | CRITICAL INCIDENTS CUSTOMER SATISFACTION |
Language: | eng |
Abstract: | From preliminary empirical studies, the authors know that critical incidents have a significant impact on customer satisfaction. To analyze this impact, a complementary attribute- and incident-based approach is used. |
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