Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

T Gruber; A Reppel; Isabelle Szmigin; R Voss

doi:10.1108/13522750810901501

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

T Gruber, A Reppel, Isabelle Szmigin, R Voss

Marketing

Research output: Contribution to journal › Article

9 Citations (Scopus)

Original language	English
Pages (from-to)	400-413
Number of pages	14
Journal	Qualitative Market Research: an International Journal
Volume	11
Issue number	4
DOIs	https://doi.org/10.1108/13522750810901501
Publication status	Published - 1 Jan 2008

Access to Document

10.1108/13522750810901501

Cite this

@article{40158cdfe7a44fb2a016d5d1ea5d16ac,

title = "Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction",

author = "T Gruber and A Reppel and Isabelle Szmigin and R Voss",

year = "2008",

month = jan,

day = "1",

doi = "10.1108/13522750810901501",

language = "English",

volume = "11",

pages = "400--413",

journal = "Qualitative Market Research: an International Journal",

issn = "1758-7646",

publisher = "Emerald",

number = "4",

}

TY - JOUR

T1 - Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

AU - Gruber, T

AU - Reppel, A

AU - Szmigin, Isabelle

AU - Voss, R

PY - 2008/1/1

Y1 - 2008/1/1

U2 - 10.1108/13522750810901501

DO - 10.1108/13522750810901501

M3 - Article

SN - 1758-7646

VL - 11

SP - 400

EP - 413

JO - Qualitative Market Research: an International Journal

JF - Qualitative Market Research: an International Journal

IS - 4

ER -