haku: @journal_id 1714 / yhteensä: 26
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| Tekijä: | Backhaus, K. Bauer, M. |
| Otsikko: | The impact of critical incidents on customer satisfaction in business-to-business relationships |
| Lehti: | Journal of Business-to-Business Marketing
2000 : VOL. 8:1, p. 25-54 |
| Asiasana: | BUSINESS-TO-BUSINESS |
| Vapaa asiasana: | CRITICAL INCIDENTS CUSTOMER SATISFACTION |
| Kieli: | eng |
| Tiivistelmä: | 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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