search query: @author Backhaus, K. / total: 20
reference: 5 / 20
| 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. |
SCIMA