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Customer satisfaction measurement: comparing four methods of attribute categorisations

Abstract : The issue of how to weight and categorise service attributes has attracted great attention from academics as well as practitioners. The application of an inappropriate method could lead to misleading interpretations and useless or costly actions. We first review several streams of literature concerning the theoretical background of attribute categorisations in relation to customer satisfaction. We then identify four methods that have been developed to categorise attributes into four classes. In the next step we apply these methods in an empirical study. Criteria for distinguishing the considered approaches conceptually and methodologically are proposed, and implications for future research are discussed.
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Boris Bartikowski, Sylvie Llosa. Customer satisfaction measurement: comparing four methods of attribute categorisations. Service Industries Journal, Taylor & Francis (Routledge), 2004, 24 (4), pp.67 - 82. ⟨10.1080/0264206042000275190⟩. ⟨hal-01822828⟩



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