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

Customer satisfaction and retention in transition economies

L. Murgulets Stockholm School of Economics in Saint Petersburg, RussiaCorrespondence[email protected]
,
J. Eklöf Stockholm School of Economics in Saint Petersburg, Russia
,
I. Dukeov Stockholm School of Economics in Saint Petersburg, Russia
&
I. Selivanova Stockholm School of Economics in Saint Petersburg, Russia
Pages 1037-1046 | Published online: 07 Sep 2007

Citations (11)

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Read on this site (3)

Fan-Yun Pai, Tsu-Ming Yeh & Cheng-Yeh Tang. (2018) Classifying restaurant service quality attributes by using Kano model and IPA approach. Total Quality Management & Business Excellence 29:3-4, pages 301-328.
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Jay Kandampully, Thanika Devi Juwaheer & Hsin-Hui (Sunny) Hu. (2011) The Influence of a Hotel Firm's Quality of Service and Image and its Effect on Tourism Customer Loyalty. International Journal of Hospitality & Tourism Administration 12:1, pages 21-42.
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Mary Conway Dato-On & Lala Moustafaeva. (2004) A Preliminary Test of an Index for International Consumer Behavior. Journal of East-West Business 10:1, pages 73-92.
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Articles from other publishers (8)

Maria Ivanova-Gongne, Lasse Torkkeli, Martin Hannibal, Maria Uzhegova, Wilhelm Barner-Rasmussen, Olga Dziubaniuk & Ignat Kulkov. (2022) Cultural sensemaking of corporate social responsibility: A dyadic view of Russian–Finnish business relationships. Industrial Marketing Management 101, pages 153-164.
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Andy Chin Woon FookOmkar Dastane. (2021) Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis. Jindal Journal of Business Research 10:1, pages 7-32.
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Concetta Manuela La Fata & Toni Lupo. (2017) A combined fuzzy-SEM evaluation approach to identify the key drivers of the academic library service quality in the digital technology era: An empirical study. Journal of the Association for Information Science and Technology 68:10, pages 2425-2438.
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Vesna Babic-Hodovic, Maja Arslanagic-Kalajdzic & Amina Imsirpasic. (2017) Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality. South East European Journal of Economics and Business 12:1, pages 114-125.
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Alexandra G. Koval, Kerstin Pezoldt, Anastasia Grigoryeva & Anja Geigenmüller. 2013. Handel in Theorie und Praxis. Handel in Theorie und Praxis 357 371 .
Shu-Mei Tseng. (2012) Correlations between external knowledge and the knowledge chain as impacting service quality. Journal of Retailing and Consumer Services 19:4, pages 429-437.
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Yen-Ting Chen & Tsung-Yu Chou. (2011) Applying GRA and QFD to Improve Library Service Quality. The Journal of Academic Librarianship 37:3, pages 237-245.
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Amy B Treadwell & William Alex Pridemore. (2004) Purchasing Power: Consumer Empowerment and Adaptation to the Free Market in Russia. Journal of Consumer Policy 27:4, pages 451-474.
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