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Original Articles

Customer satisfaction and retention in transition economies

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Pages 1037-1046 | Published online: 07 Sep 2007

References

  • Dermanov , V. , Eklöf , J. and Selivanova , I. Customer satisfaction: peculiarities of international comparisons . Proceeding of the Conference Business Excellence. Russian and International State-of-the-art Experience .
  • Eklöf , J. The European customer satisfaction, benchmarking results and lessons learned . Proceedings of the Conference Business Excellence. Russian and International State-of-the-art Experience .
  • European Customer Satisfaction Index (1998) Foundation and Structure for Harmonized National Pilot Projects, Report prepared for the ECSI Steering Committee, 25 October.
  • Fornell , C. 1992 . A national customer satisfaction barometer: the Swedish experience . Journal of Marketing , 56 : 6 – 21 .
  • Murgulez , L. , Dukeov , I. , Eklöf , J. and Selivanova , I. Russian Customer Satisfaction Index 1999–2000: main results and research observations . Proceeding of the Conference Business Excellence. Russian and International State-of-the-art Experience .

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