Theory, development and implementation of national customer satisfaction indices: The Swiss Index of Customer Satisfaction (SWICS)

By M. Bruhn, Michael A. Grund. 2000

200 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/16c8359f9a67ec956e91f5338c081cb4ed4e2f94

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Mário Lino Barata Raposo
2. G. Özer
3. Helena Alves
4. Serkan Aydın
5. Sanjit Kumar Roy
6. Shirshendu Ganguli

In Organizational Behavior and Human Resource Management

1. Mário Lino Barata Raposo
2. G. Özer
3. Helena Alves
4. Serkan Aydın
5. P. Sultan
6. H. Wong
7. Sanjit Kumar Roy
8. Shirshendu Ganguli

Citations in the corpus

• The measurement of the construct satisfaction in higher education (2009, background): “According to Bruhn and Grund (2000), literature about consumer satisfaction/dissatisfaction suggests that the measuring process of customer satisfaction, apart from measuring it, should also identify its principal antecedents, its consequences and also, the existing”
• Creating consumer durable retailer customer loyalty through order fulfillment service operations (2008, background): “Because of the growing intensity of competition, corporate strategies in established industries have shifted from a predominant focus on attracting new customers to focusing on securing and improving customer loyalty (Bruhn and Grund, 2000).”
• National customer satisfaction indices: an implementation in the Turkish mobile telephone market (2005, background): “This is because the main output of customer satisfaction is customer loyalty, and firms with a bigger share of loyal customers profit from increasing repurchase rates, greater cross-buying potential, higher price-willingness, positive recommendation behaviour and lower switching tendency ( Bruhn and”