This text is based on twenty years of research on the meaning, causes and consequences of customer satisfaction. It reviews current research and describes the w

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequen

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, a

Interpretive consumer research usually proceeds with a minimum of structure and preconceptions. This book presents a more structured approach than is usual, sho

Production and manufacturing management since the 1980s has absorbed in rapid succession several new production management concepts: manufacturing strategy, foc