Customer satisfaction and retail sales performance: an empirical investigation

We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance. Our data set consists of six waves of customer satisfaction and sales data for about 250 retail outlets over the period 1998–2001 for a publicly held supermark...

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Veröffentlicht in:	Journal of retailing 2004-01, Vol.80 (4), p.265-278
Hauptverfasser:	Gómez, Miguel I., McLaughlin, Edward W., Wittink, Dick R.
Format:	Artikel
Sprache:	eng
Schlagworte:	Asymmetries Customer satisfaction Non-linearities Retail sales Sales performance Statistical analysis Studies Supermarkets
Online-Zugang:	Volltext
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