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.; Voss, R.

In: Qualitative Market Research: an international journal, Vol. 11, No. 4, 2008, p. 400-413.

Research output: Contribution to journalArticlepeer-review

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

ID: 604915