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Research papers

The impact of quality and customer satisfaction on employee organizational commitment

The objective of this paper is to better understand how employee commitment is affected by the employee, quality, and customer focus of the organization. A two dimensional concept of employee commitment is introduced that goes beyond the traditional...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Authors: Lawrence A. Crosby, Douglas B. Grisaffe, Ted R. Marra
September 1, 1993
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Citation

Crosby, Grisaffe and Marra (1993a, September 01). The impact of quality and customer satisfaction on employee organizational commitment. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/the-impact-of-quality-and-customer-satisfaction-on-employee-organizational-commitment


Research papers

Toward a common verbal scale of perceived quality

This research addresses a key issue of concern to the international users of customer satisfaction measurement (CSM) information. One of the benefits of CSM is that it offers a yardstick forjudging the performance of the company in becoming customer-...

Catalogue: ESOMAR Congress 1992: The Race Against Expectations
Author: Lawrence A. Crosby
September 1, 1992
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Citation

Crosby, L. A. (1992a, September 01). Toward a common verbal scale of perceived quality. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/toward-a-common-verbal-scale-of-perceived-quality


Research papers

An assessment of the state of customer satisfaction measurement research

The purpose of this article, then, is to help bring marketing back into the "mainstream" of the customer satisfaction movement by first describing the evolution of customer satisfaction measurement into the unique technology that it is today. Second,...

Catalogue: ESOMAR Congress 1991: Marketing In A New Europe
Author: Lawrence A. Crosby
September 8, 1991
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Citation

Crosby, L. A. (1991a, September 08). An assessment of the state of customer satisfaction measurement research. ANA - ESOMAR. Retrieved April 28, 2024, from


https://ana.esomar.org/documents/an-assessment-of-the-state-of-customer-satisfaction-measurement-research