Customer satisfaction and retention: the experiences of individual employees

By Ove C. Hansemark, Maria E. Albinsson. 2004

557 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/cf618f0817945a6748dd5268447d558b0a37b58e

How researchers see this paper

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

In Management Information Systems

1. Wei-Jaw Deng
2. Jalal Rajeh Hanaysha

In Organizational Behavior and Human Resource Management

1. Wei-Jaw Deng
2. Jalal Rajeh Hanaysha
3. Kuan-Yu Chen
4. Sylvia Smith
5. C. Costello

In Strategy and Management

1. Wei-Jaw Deng
2. Jalal Rajeh Hanaysha

Citations in the corpus

• Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry (2016, background): “Hansemark and Albinsson (2004) also referred customer satisfaction to the overall assessment of customers towards the products or services of a brand and their emotional reactions regarding the capability of that brand in fulfilling some of their needs and desires.”
• Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, background): “Hansemark and Albinsson (2004) also noted that customer satisfaction directly influences customer retention and firm market share.”