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Research papers

Effective prioritisation of things gone wrong for maximising satisfaction improvement

This paper describes the limitations of current quality tracking measurements and reporting in effectively differentiating vehicle quality using a tally of incidence of Things Gone Wrong (TGW).The authors propose a new framework for measuring and...

Catalogue: ESOMAR Conference on Automotive Marketing 2004
Authors: Dennis Pietrowski, Mike Harper, Bharath Vijayendra
Company: RDA Group, INC
March 1, 2004