haku: @indexterm SEGMENTATION / yhteensä: 227
viite: 159 / 227
| Tekijä: | Richard, M. Adrian, C. |
| Otsikko: | A segmentation model of consumer satisfaction/ dissatisfaction with the complaint-resolution process |
| Lehti: | International Review of Retail, Distribution and Consumer Research
1995 : JAN, VOL. 5:1, p. 79-98 |
| Asiasana: | SEGMENTATION CONSUMER SATISFACTION DEMOGRAPHY |
| Kieli: | eng |
| Tiivistelmä: | Consumer satisfaction with the complaint-resolution process can be a critical factor in customer retention. Three objectives are addressed in this study. First, the dimensions thought to influence consumer satisfaction/dissatisfaction (S/D) with the complaint-resolution process are identified. Secondly, reliable and valid measures of consumer S/D with the complaint-resolution process are developed. Results suggest that consumer S/D with the complaint-resolution process has four critical dimensions. |
SCIMA