Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction
Blythe, Jim, Gruber, Thorsten, Reppel, Alexander, Szmigin, Isabelle, Voss, RoedigerVolume:
11
Language:
english
Journal:
Qualitative Market Research: An International Journal
DOI:
10.1108/13522750810901501
Date:
September, 2008
File:
PDF, 227 KB
english, 2008