Your download is now in progress and you may close this window

Did you know that with a free Taylor & Francis Online account you can gain access to the following benefits?

Choose new content alerts to be informed about new research of interest to you
Easy remote access to your institution's subscriptions on any device, from any location
Save your searches and schedule alerts to send you new results
Export your search results into a .csv file to support your research

Have an account?
Login now Don't have an account?
Register for free

Login or register to access this feature

Have an account?
Login now Don't have an account?
Register for free

Choose new content alerts to be informed about new research of interest to you
Easy remote access to your institution's subscriptions on any device, from any location
Save your searches and schedule alerts to send you new results
Export your search results into a .csv file to support your research

Search in:

Advanced search

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

Journal homepage

Views

CrossRef citations to date

Altmetric

Original Articles

Using aggregate Customer Satisfaction Index: Challenges and problems of comparison with special reference to Russia

Vassily Dermanov Stockholm School of Economics in Saint Petersburg

Jan Eklöf Stockholm School of Economics in Saint PetersburgCorrespondence[email protected]

Pages 1054-1063 | Published online: 07 Sep 2007

Cite this article
https://doi.org/10.1080/09544120100000034

References
Citations
Metrics
Reprints & Permissions

References

Eklöf J. (2001)Swedish Customer Satisfaction Index 1989–2000, Stockholm.
Google Scholar
Epsi-Rating (2001) A framework for co-ordinated Pan-European Customer Satisfaction Studies.
Google Scholar
Kristensen , K. , Martensen , A. and Gronholdt , L. 1999 . Measuring the impact of buying behaviour on customer satisfaction . Total Quality Management , July : 602 – 614 .
Google Scholar
Sivadas , E. 1998 . Europeans have a different take on CS programs . Marketing News , 28 October
Google Scholar

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.

People also read
Recommended articles
Cited by

To cite this article:

Reference style: APA Chicago Harvard

Citation copied to clipboard

Reference styles above use APA (6th edition), Chicago (16th edition) & Harvard (10th edition)

Download citation

Download a citation file in RIS format that can be imported by citation management software including EndNote, ProCite, RefWorks and Reference Manager.

Choose format: RIS BibTex RefWorks Direct Export

Choose options: Citation Citation & abstract Citation & references