Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology

By Kai Kristensen, A. Martensen, Lars Grønholdt. 2000

271 citations recorded by the source corpus.

Subfields: Food Science, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/f73fe7406b62fcafeec4f4f242edf1355bf2ec52

How researchers see this paper

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

In Food Science

1. Hailin Qu
2. Pimtong Tavitiyaman
3. G. Özer
4. A. Ball
5. Detmar W. Straub Jr.
6. Pedro Simões Coelho
7. Tim Mazzarol
8. R. Brown

In Marketing

1. Hung-Che Wu
2. Tao Li
3. Mengyun Li
4. A. Ball
5. G. Gunay
6. Halil Nadi̇ri̇
7. Pedro Simões Coelho
8. M. Vilares

In Organizational Behavior and Human Resource Management

1. Hung-Che Wu
2. Tao Li
3. Mengyun Li
4. A. Ball
5. G. Gunay
6. Halil Nadi̇ri̇
7. Pedro Simões Coelho
8. M. Vilares

Citations in the corpus

• An empirical study to diagnose the outcomes of customers’ experiences in trendy coffee shops (2012, background): “Experiential value is important for ensuring customer satisfaction (Cronin et al. 2000; Ennew, Binks 1999; Kristensen et al. 2000) and offers customers extrinsic and intrinsic benefits (Batra, Ahtola 1991; Mano, Oliver 1993; Babin, Darden 1995).”
• The importance of institutional image to student satisfaction and loyalty within higher education (2009, methodology): “Based upon: Cronin et al. (2000, p. 207); Kristensen et al. (2000, p. 1010) 84 High Educ (2009) 58:81‐95”
• A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2018, result): “A number of research findings have supported the relationship between values and customer satisfaction (e.g., Cronin et al., 2000; Ennew & Binks, 1999; Fornell et al., 1996; Kristensen et al., 2000; Patterson & Spreng, 1997).”
• The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market (2005, methodology): “The same relationship is demonstrated by Kristensen et al. (2000)”
• IT Outsourcing Success: A Psychological Contract Perspective (2004, background): “The index thus taps into both satisfaction (adapted from Poppo and Lacity 2002) and intention to continue the outsourcing relationship (adapted from Kristensen et al. 2000).”
• Relationships Among Experiential Marketing, Experiential Value, and Customer Satisfaction (2008, background): “A number of research findings have supported the relationship between values and customer satisfaction (Cronin et al., 2000; Ennew & Binks, 1999; Fornell et al., 1996; Kristensen et al., 2000; Patterson & Spreng, 1997).”
• Service personalization and loyalty (2006, methodology): “The original ECSI model (which does not have trust or communication as our base model does) is well-established as a tool for measuring and explaining customer satisfaction and its antecedents and related constructs ( Gronholdt et al. , 2000”
• Destination Image and Behavior Intention of Travelers to Thailand: the Moderating Effect of Perceived Risk (2013, background): “The study of Kristensen et al. (2000) tested the destination image as an antecedent to satisfaction.”