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| Author: | Homburg, C. Rudolph, B. |
| Title: | Customer satisfaction in industrial markets: dimensional and multiple role issues |
| Journal: | Journal of Business Research
2001 : APR, VOL. 52:1, p. 15-33 |
| Index terms: | Consumer satisfaction Industrial market research Service quality |
| Language: | eng |
| Abstract: | The authors develop a valid customer satisfaction measure for industrial customers. The development of the scale is based on field interviews as well as statistical of two large samples of over 2500 customer responses in 12 European countries. The seven-dimensional structure is found to be superior to more parsimonious structures. |
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