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

T. Gruber, A. E. Reppel, I. Szmigin, R. Voss

Research output: Contribution to journalArticlepeer-review

Original languageEnglish
Pages (from-to)400-413
JournalQualitative Market Research: an international journal
Issue number4
Publication statusPublished - 2008

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