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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