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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

References

  • Cassel , C. and Eklöf , J.A. 2001 . Evaluation of Model Structures for the EPSI Framework , IFCF Publication Series .
  • ECSI (1998) European Customer Satisfaction Index—Foundation and Structure for Harmonised National Pilot Projects. Report prepared by ECSI Technical Committee, ECSI Document No. 005 ed. 1 20-11-98.

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