The drivers of customer satisfaction and loyalty. The case of Denmark 2000-2002

Article Abstract:

The time dependency as well as industry differences of the drivers of customer satisfaction and customer loyalty in EPSI rating framework are analyzed. The results reveals that the model structure of the EPSI Rating framework is stable across industries as well as stable across time with respect to the overall effects on customer loyalty.

Customer loyalty

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Different approaches to strategy formulations

Article Abstract:

The need for an integrated performance management, including customer relations, to make right decision making by business enterprises, is discussed.

Belgium, Decision-making, Decision making

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Customer satisfaction - the role of transparency

Article Abstract:

The impact of transparency of products and services of business enterprises on customer satisfaction is discussed.

Denmark, Management dynamics, Management, Company business management

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