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

Author： Gruber Thorsten   Reppel Alexander   Szmigin Isabelle   Voss Roediger  

Publisher： Emerald Group Publishing Ltd

ISSN： 1352-2752

Source： Qualitative Market Research: An International Journal, Vol.11, Iss.4, 2008-09, pp. : 400-413

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