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

    Research output: Contribution to journalArticle

    9 Citations (Scopus)
    Original languageEnglish
    Pages (from-to)400-413
    Number of pages14
    JournalQualitative Market Research: an International Journal
    Issue number4
    Publication statusPublished - 1 Jan 2008

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