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Research papers

Identifying latent dissatisfied customers

Data mining is the automated search for hidden previously unknown and interesting knowledge from large databases. This paper describes the use of data mining in the domain of customer satisfaction studies more specifically to tackle the problem of...

Catalogue: ESOMAR Congress 1998: The Power Of Knowledge
Authors: Josee Bloemer, Tom Brijs, Gilbert Swinnen, Koen Vanhoof
September 1, 1998

Research papers

Attribute importance

In customer satisfaction research, analysis methods are needed that can provide a clear insight into the complex relationships among satisfaction ratings and various performance attributes. The purpose of such an analysis is to identify the areas...

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'
Authors: Gilbert Swinnen, Koen Vanhoof
November 1, 1996