Customer satisfaction management: Exploring temporal changes in nonlinearities in satisfaction formation of skiers
Customer satisfaction is one of the most important success drivers. Managers need to understand how satisfaction is formed, which factors to focus on, and how to increase the performance. The Kano model offers useful guidance for managers to increase customer satisfaction. It assumes that there are...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
LLC "CPC "Business Perspectives"
2021-06-01
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| Series: | Problems and Perspectives in Management |
| Subjects: | |
| Online Access: | https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/15226/PPM_2021_02_Matzler.pdf |