Satisfied with your customer satisfaction analysis methods? You shouldn’t be!
Steven H. Cohen and Leopoldo Neira
While there has been good progress in the past several years in the conceptualization and understanding of the determinants of satisfaction, analytic methods for understanding customer satisfaction have been stagnant.
Satisfied with your customer satisfaction analysis methods? You shouldn't be!
Steven H. CohenSHC & Associates, United States
Leopoldo NeiraLatiNetwork Dichter & Neira, Panama
INTRODUCTION
Customer Satisfaction research has been utilized for many years...
