𝔖 Bobbio Scriptorium
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Discussion of ‘Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis’ by Kennett and Salini

✍ Scribed by Christopher McCollin

Book ID
102752600
Publisher
John Wiley and Sons
Year
2011
Tongue
English
Weight
712 KB
Volume
27
Category
Article
ISSN
1524-1904

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Modern analysis of customer satisfaction
Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis
✍ Ron S. Kenett; Silvia Salini 📂 Article 📅 2011 🏛 John Wiley and Sons 🌐 English ⚖ 529 KB

Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on self‐declared or interview‐based questionnaires where users or consumers are asked to express opinions on statem

Rejoinder to ‘Modern analysis of custome
Rejoinder to ‘Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis’
✍ Ron S. Kenett; Silvia Salini 📂 Article 📅 2011 🏛 John Wiley and Sons 🌐 English ⚖ 52 KB

We are grateful to Chris McCollin and Rainer Goeb for providing discussion papers with important comments that expand and complement the scope of our paper. In this rejoinder we address these comments and further expand them. Our response is organized in two sections that parallel the two discussion