Output details
15 - General Engineering
Brunel University London
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Article title
Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry
Type
D - Journal article
Title of journal
Measuring Business Excellence
Article number
-
Volume number
13
Issue number
1
First page of article
82
ISSN of journal
1368-3047
Year of publication
2009
Number of additional authors
2
Additional information
This paper represents a study investigating the relationship between service attributes and customer satisfaction through Kano's model, specifically investigating the applicability of the model and the key factors in the mobile telecommunication industry. The project was part funded by companies operating within the Telecoms industry and the results demonstrate an improved understanding of the relationship between service attributes and overall customer satisfaction in the use of telecoms devices in the UK sector.
Interdisciplinary
-
Cross-referral requested
-
Research group
None
Proposed double-weighted
No
Double-weighted statement
-
Reserve for a double-weighted output
No
Non-English
No
English abstract
-
