Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

  • Thorsten Gruber, Alexander Reppel, Isabelle Szmigin, Roediger Voss
  • Qualitative Market Research An International Journal, September 2008, Emerald
  • DOI: 10.1108/13522750810901501

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http://dx.doi.org/10.1108/13522750810901501

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