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

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 journal › Article › peer-review

Original language	English
Pages (from-to)	400-413
Journal	Qualitative Market Research: an international journal
Volume	11
Issue number	4
Publication status	Published - 2008

Cite this

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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 Reppel, {A. E.} and I. Szmigin and R. Voss",

note = "Special Issue AM Conference 2007",

year = "2008",

language = "English",

volume = "11",

pages = "400--413",

journal = "Qualitative Market Research: an international journal",

issn = "1758-7646",

publisher = "Emerald Group Publishing Ltd.",

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Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction. / Gruber, T.; Reppel, A. E.; Szmigin, I. et al.
In: Qualitative Market Research: an international journal, Vol. 11, No. 4, 2008, p. 400-413.

Research output: Contribution to journal › Article › peer-review

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. E.

AU - Szmigin, I.

AU - Voss, R.

N1 - Special Issue AM Conference 2007

PY - 2008

Y1 - 2008

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 -