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The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark | Synapse

July 1, 2000

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The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark

AMAnne MartensenCopenhagen Business School LGLars GrønholdtCopenhagen Business School KKKai KristensenAarhus University

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Abstract

Udgivelsesdato: JUL

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Martensen et al. (Sat,) studied this question.

synapsesocial.com/papers/69dc55a745b398e6439f57bc https://doi.org/https://doi.org/10.1080/09544120050007878

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1Zero defections: quality comes to services.1990 · 5,300 citations
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5The American Customer Satisfaction Index: Nature, Purpose, and Findings1996 · 3,794 citations