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Original Articles

The pan-European customer satisfaction index programme—current work and the way ahead

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Pages 1099-1106 | Published online: 28 Jul 2006

References

  • ECSI . 1998 . European Customer Satisfaction Index—Foundation and Structure for Harmonised National Pilot Projects , 1 , ECSI Document no. 005 Report prepared by ECSI Technical Committee . 20–11–98
  • ECSI . March 2000 . Pan-European Banking Sector Report—Based on the Pilot Studies 1999 March , Stockholm
  • Eklöf , J.A. , Hackl , P. and Westlund , A. 1999 . On measuring interaction between customer satisfaction and financial results . Journal of Total Quality Management , 10 ( 4–5 ) : 514 – 522 .
  • EPSI Rating . 2002 . Pan European Customer Satisfaction Index 2001 Athens 2002
  • Fornell , C. , Johnson , M.D. , Anderson , E.W. , Cha , J. and Everitt Bryant , B. 1996 . The American customer satisfaction index: nature, purpose, and findings . Journal of Marketing , 60 : 7 – 18 .
  • Kristensen , K. Management Information Systems for Organizational Excellence . paper presented to the EPSI industry meeting London . February .
  • Westlund , A. and Kristensen , K. 2001 . Management and external disclosure of intangible assets—the need for valid and reliable measurements . European Quality ,

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