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Total Quality Management Volume 12, 2001 - Issue 7-8
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Original Articles

Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study

Claes Cassel Stockholm School of Economics, Sveavägen 65, Box 6501, Stockholm, S-11383, Sweden
&
Jan A. Eklöf Stockholm School of Economics, Sveavägen 65, Box 6501, Stockholm, S-11383, SwedenCorrespondence[email protected]
Pages 834-841 | Published online: 07 Sep 2007

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Markku A. Laitinen. (2018) Net Promoter Score as Indicator of Library Customers' Perception. Journal of Library Administration 58:4, pages 394-406.
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Wei-Tsong Wang & Chia-Cheng Lu. (2014) Determinants of Success for Online Insurance Web Sites: The Contributions from System Characteristics, Product Complexity, and Trust. Journal of Organizational Computing and Electronic Commerce 24:1, pages 1-35.
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Po-Tsang Chen & Hsin-Hui ‘Sunny’ Hu. (2013) The mediating role of relational benefit between service quality and customer loyalty in airline industry. Total Quality Management & Business Excellence 24:9-10, pages 1084-1095.
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Khurram Sharif & Norizan Mohd Kassim. (2012) Non-academic service quality: comparative analysis of students and faculty as users. Journal of Marketing for Higher Education 22:1, pages 35-54.
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Devashish Das Gupta & Atul Sharma. (2009) Customer Loyalty and Approach of Service Providers: An Empirical Study of Mobile Airtime Service Industry in India. Services Marketing Quarterly 30:4, pages 342-364.
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Shu-Ping Lin, Ya-Hui Chan & Ming-Chun Tsai. (2009) A transformation function corresponding to IPA and gap analysis. Total Quality Management & Business Excellence 20:8, pages 829-846.
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Chun-Seon Lee, Soung-Hie Kim & Joon-Young Lim. (2006) The Role of Corporate Image in the NCSI Model. Journal of International Consumer Marketing 19:1, pages 7-34.
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Chin-Feng Lin. (2003) Quality-delivery system: A conceptual framework of attribute level-value linkages. Total Quality Management & Business Excellence 14:10, pages 1079-1092.
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