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Research papers

Is customer satisfaction really reflected in traditional customer satisfaction measures?

This paper questions some of the conventional approaches and ways that many manufacturers look at and use customer service research, in particular, Customer Service Monitors: The use of vague 'scales' to measure performance. The way the...

Catalogue: International Automotive Marketing Conference 1994
Authors: Ruth McNeil, Mark Carpenter
June 15, 1994
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Citation

McNeil and Carpenter (1994a, June 15). Is customer satisfaction really reflected in traditional customer satisfaction measures?. ANA - ESOMAR. Retrieved April 29, 2024, from


https://ana.esomar.org/documents/is-customer-satisfaction-really-reflected-in-traditional-customer-satisfaction-measures-