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European Accounting Review Volume 16, 2007 - Issue 3
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Original Articles

The Cost of Customer Satisfaction: A Framework for Strategic Cost Management in Service Industries

Antonella Cugini Department of Economics, University of Padua, ItalyCorrespondence[email protected]
,
Antonella Carù Marketing Department, SDA – Bocconi School of Management and Università, Bocconi, Italy
&
Fabrizio Zerbini Marketing Department, SDA – Bocconi School of Management and Università, Bocconi, Italy
Pages 499-530 | Published online: 18 Sep 2007

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Paul Andon & Jane Baxter. (2011) Introducing and Contextualising Customer Lifetime Valuation: A Management Accounting Teaching Resource. Accounting Education 20:1, pages 39-61.
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Yasin Keleş. (2018) Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi. OPUS Uluslararası Toplum Araştırmaları Dergisi.
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María-Victoria Sánchez-Rebull, Veronika Rudchenko & Juan-Carlos Martín. (2018) The antecedents and consequences of customer satisfaction in tourism: a systematic literature review. Tourism and hospitality management 24:1, pages 151-183.
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Teemu Malmi. (2016) Managerialist studies in management accounting: 1990–2014. Management Accounting Research 31, pages 31-44.
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Jean-François Henri, Olivier Boiral & Marie-Josée Roy. (2016) Strategic cost management and performance: The case of environmental costs. The British Accounting Review 48:2, pages 269-282.
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Nikos Kartalis, Mathew Tsamenyi & Kelum Jayasinghe. (2016) Accounting in new public management (NPM) and shifting organizational boundaries. Accounting, Auditing & Accountability Journal 29:2, pages 248-277.
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Stefan Garding & Andrea BrunsStefan Garding & Andrea Bruns. 2015. Complaint Management and Channel Choice. Complaint Management and Channel Choice 1 12 .
Ioannis D. Kosmas & Panagiotis E. Dimitropou. (2014) Activity Based Costing in Public Sport Organizations: Evidence from Greece. Research Journal of Business Management 8:2, pages 130-138.
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Kyung-A Sun & Dae-Young Kim. (2013) Does customer satisfaction increase firm performance? An application of American Customer Satisfaction Index (ACSI). International Journal of Hospitality Management 35, pages 68-77.
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Dr. Rajagopal. 2013. Marketing Decision Making and the Management of Pricing. Marketing Decision Making and the Management of Pricing 56 74 .
Roberto Barontini, Lino Cinquini, Riccardo Giannetti & Andrea Tenucci. 2013. New Business Models and Value Creation: A Service Science Perspective. New Business Models and Value Creation: A Service Science Perspective 105 129 .
Alexander Himme. (2012) Critical success factors of strategic cost reduction. Journal of Management Control 23:3, pages 183-210.
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François Meyssonnier. (2012) Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation. Comptabilité Contrôle Audit Tome 18:2, pages 73-97.
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Rajagopal Rajagopal. 2012. Darwinian Fitness in the Global Marketplace. Darwinian Fitness in the Global Marketplace 101 131 .
Will Seal & Ruth Mattimoe. 2011. Review of Management Accounting Research. Review of Management Accounting Research 497 520 .
Lino Cinquini, Alberto Di Minin & Riccardo VaraldoR. Barontini, L. Cinquini, R. Giannetti & A. Tenucci. 2011. Nuovi modelli di business e creazione di valore: la Scienza dei Servizi. Nuovi modelli di business e creazione di valore: la Scienza dei Servizi 135 161 .
Eva Labro. (2019) Costing Systems. SSRN Electronic Journal.
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