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| Tekijä: | Garver, M.S. |
| Otsikko: | Best practices in identifying customer-driven improvement opportunities |
| Lehti: | Industrial Marketing Management
2003 : AUG, VOL. 32:6, p. 455-466 |
| Asiasana: | Marketing Customers Loyalty Consumer behaviour Consumer satisfaction Service Quality Models |
| Kieli: | eng |
| Tiivistelmä: | 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. |
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