Customer satisfaction management: Exploring temporal changes in nonlinearities in satisfaction formation of skiers

Research output: Contribution to journal › Article › Research › peer-review

Original language	English
Pages (from-to)	398-417
Journal	Problems and Perspectives in Management
Volume	19
Issue number	2
DOIs	https://doi.org/10.21511/ppm.19
Publication status	Published - Jun 2021

Keywords

customer satisfaction management, attribute performance, Kano model, prospect theory, ski resorts

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title = "Customer satisfaction management: Exploring temporal changes in nonlinearities in satisfaction formation of skiers",

keywords = "customer satisfaction management, attribute performance, Kano model, prospect theory, ski resorts",

author = "Kurt Matzler and Josef Mazanec and Andreas Strobl and Karin Teichmann",

year = "2021",

month = jun,

doi = "10.21511/ppm.19",

language = "English",

volume = "19",

pages = "398--417",

journal = "Problems and Perspectives in Management",

issn = "1727-7051",

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TY - JOUR

T1 - Customer satisfaction management: Exploring temporal changes in nonlinearities in satisfaction formation of skiers

AU - Matzler, Kurt

AU - Mazanec, Josef

AU - Strobl, Andreas

AU - Teichmann, Karin

PY - 2021/6

Y1 - 2021/6

KW - customer satisfaction management, attribute performance, Kano model, prospect theory, ski resorts

U2 - 10.21511/ppm.19

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JO - Problems and Perspectives in Management

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