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Martensen, A., Grønholdt, L., &Kristensen, K. (2000). The Drivers of Customer Satisfaction and Loyalty: Cross-Industry Finding from Denmark. Total Quality Management, 11, 544-553.
https://doi.org/10.1080/09544120050007878

has been cited by the following article:

• TITLE: Measuring Customer Feedback, Response and Satisfaction

  AUTHORS: Rebecca Milner, Adrian Furnham

  KEYWORDS: Customer Feedback, Questionnaires, Inventories, Service, Quality

  JOURNAL NAME: Psychology, Vol.8 No.3, February 14, 2017

  ABSTRACT: This paper reviews various different questionnaires designed to measure customer response to a particular service. They differ on various criteria including the dimensions that they are trying to evaluate their established psychometric qualities and their usage. Recommendations for their use are made.