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

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Original languageEnglish
Title of host publicationAcademy of Marketing Annual Conference
Place of PublicationEgham, UK
Publication statusPublished - 2007
EventAcademy of Marketing Conference - Leeds, United Kingdom
Duration: 7 Jul 20099 Jul 2009


ConferenceAcademy of Marketing Conference
Country/TerritoryUnited Kingdom

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