The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis

Kurt Matzler

The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis

Kurt Matzler

Institute of International Management

Research output: Contribution to journal › Article

Original language	English
Pages (from-to)	271-277
Number of pages	7
Journal	Industrial Marketing Management
Volume	33
Publication status	Published - May 2004

Fields of science

502 Economics
502052 Business administration
502026 Human resource management
502043 Business consultancy
502044 Business management

Cite this

@article{17d0f056f97d4244819fcfd8d6828ec2,

title = "The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis",

author = "Kurt Matzler",

year = "2004",

month = may,

language = "English",

volume = "33",

pages = "271--277",

journal = "Industrial Marketing Management",

issn = "0019-8501",

publisher = "Elsevier",

}