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| Tekijä: | Djupvik, H. Eilertsen, D. |
| Otsikko: | Customer satisfaction monitoring to understand the market - Norwegian Telecom - a case study |
| Lehti: | Marketing and Research Today
1994 : FEB, VOL. 22:1, p. 4-18 |
| Asiasana: | NORWAY TELECOMMUNICATION CASE STUDIES |
| Kieli: | eng |
| Tiivistelmä: | The authors give a short description of customer satisfaction concepts in market research and clearly illustrate a research design based on a survey conducted in the Norwegian telecommunications market. This study indicates unique contributions of global constructs like corporate image when it comes to prediction of loyalty. Constructs like these are not measurable at level a. The same is true for complex effects of global constructs, like the interaction effects discovered. |
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