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ERIC Number: EJ176961
Record Type: Journal
Publication Date: 1977
Pages: N/A
Abstractor: N/A
Reference Count: N/A
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A Taxonomy of Consumer Satisfaction/Dissatisfaction Measures
Andreasen, Alan R.
Journal of Consumer Affairs, 11, 2, 11-24, W 77
Government and business have become more concerned with measuring market performance in terms of consumer satisfactions and dissatisfactions (CS/D). This research is concerned with the question of how one ought to measure CS/D. Offers a taxonomy of alternative CS/D measures and presents data from a national urban study of consumer complaints to evaluate four of the proposed categories. (Editor/RK)
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