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  • Look who is talking now. Time to listen to the customers. Economist, 03 March 2008.
  • Eklöf, J. and Selivanova, I. (2008). Human Aspect in Service Quality: EPSI benchmark studies. Total Quality Management and Business excellence, Vol. 19, N 9/10.
  • Eklöf, J and Parmler, J. (2007a). The Value of Customer Satisfaction. EPSI-research Working Paper.
  • Eklöf, J and Parmler, J. (2007b). Calibration coefficients for EPSI benchmark studies – some initial results. EPSI-research Working Paper.
  • Eklöf, J and Parmler, J. (2007c). Relationship between perceived and actual loyalty based on panel studies in EPSI. EPSI-research Working Paper.
  • EPSI Rating (2006), EPSI Rating Benchmark report 2005, Göteborg 2006.
  • Kristensen, K., Mørch, L., & Sørensen, H. (2006). Relationship between performance measures and financial results in a large Nordic bank  Performance Measurement and Management: Public and Private. (pp. 1001-1017). Cranfield School of Management.
  • Kristensen, K. and A. H. Westlund (2003). Valid and reliable measurements for sustainable non-financial reporting. Total Quality Management 14(2): 161-170. Kristensen, K., & Westlund, A. H. (2003, okt.). Performance Measurement and Business Results. Paper presented at the 8th World Congress for Total Quality Management, Dubai
  • Kristensen, K., Martensen, A., & Grønholdt, L. (2002). Customer Satisfaction and Business Performance  Business Performance Measurement - Theory and Practice. (pp. 279-294). Cambridge: Cambridge University Press.
  • Dermanov, V and J. Eklöf (2001)l Using aggregate Customer Satisfaction Index – Challenges and Problems of Comparison with Special Reference to Russia, Paper presented to the 6th World TQM Congress, Saint Petersburg.
  • ECSI Technical Committee (1998). European Customer Satisfaction Index: Foundation and Structure for Harmonized National Pilot Projects. Report, October.
  • Ittner, C., D. and Larcker, D. F (1998). Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction. Journal of Accounting Research. Vol. 36, pp. 1-35.
  • Fornell, C., M. D. Johnson, E. W. Anderson, J. Cha and B. E. Bryant (1996). The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing 60(4): 7-18.