search query: @journal_id 41 / total: 992
reference: 15 / 992
| Author: | Garver, M.S. |
| Title: | Best practices in identifying customer-driven improvement opportunities |
| Journal: | Industrial Marketing Management
2003 : AUG, VOL. 32:6, p. 455-466 |
| Index terms: | Marketing Customers Loyalty Consumer behaviour Consumer satisfaction Service Quality Models |
| Language: | eng |
| Abstract: | This article makes a significant contribution to the literature by modifying traditional performance–importance analysis and by expanding customer-driven improvement models. The model significantly advances theory, addressing many important research issues and gaps. It is extremely useful to practitioners, providing a guide for identifying continuous and breakthrough improvement opportunities. |
SCIMA