Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is a

Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an i

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologi

The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented fi