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

Kurt Matzler

doi:10.1016/S0019-8501(03)00055-5

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
Issue number	4
DOIs	https://doi.org/10.1016/S0019-8501(03)00055-5
Publication status	Published - May 2004

Fields of science

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

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10.1016/S0019-8501(03)00055-5

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author = "Kurt Matzler",

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

Fields of science

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