| |
J.D. Power and Associates Reports. (July 30, 2003). Customer Satisfaction with Residential Electric Utilities Reaches All-Time High, Despite Customer-Reported Increases in Electricity Spending. Electric Utility Residential Customer Satisfaction Study. Ret
Motivation Processes
Survey report on "Customer Satisfaction on the Way Up", American Customer Satisfaction Index, February 2002
Customer Loyalty in the Hotel Industry
Iiacqua, J. A., Li, H. C. & Schumacher, P. (1995). Factors Contributing to Job Satisfaction in Higher Education. Education, 116(1), 51.
Herzberg's Theory
University of Michigan Business School. The American Customer Satisfaction Index: Special Report on Government Satisfaction Scores. Ann Arbor, MI: University of Michigan Business School.December 17, 2001, p.2
Customer Service
Don't get stuck in these customer satisfaction ruts. (2003) Report on Customer Relationship Management) Institute of Management & Administration, September 1. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service
|
|
