The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis

Research output: Contribution to journal › Article

Original language	English
Pages (from-to)	314-332
Number of pages	19
Journal	International Journal of Service Industry Management
Volume	13
Issue number	4
DOIs	https://doi.org/10.1108/09564230210445078
Publication status	Published - 01 Oct 2002

Fields of science

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title = "The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis",

author = "Kurt Matzler",

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