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| Tekijä: | Vilares, M. J. Coelho, P. S. |
| Otsikko: | The employee-customer satisfaction chain in the ECSI model |
| Lehti: | European Journal of Marketing
2003 : VOL 37:11-12, p. 1703-1722 |
| Asiasana: | CAREERS CUSTOMERS MARKETING MODELS |
| Kieli: | eng |
| Tiivistelmä: | This article examines customer satisfaction, its various contributions and certain limitations of ECSI (European customer satisfaction index) -model. The author´s emphasise one of the limitations: contrary to compelling evidence, the ECSI-model does not consider service climate or the cause and the effect relationship between customer satisfaction and employee. |
SCIMA