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Examining Employee Satisfaction by Means of the Importance-Performance and the Servqual Scales Cover

Examining Employee Satisfaction by Means of the Importance-Performance and the Servqual Scales

By: Iwona Markowicz  
Open Access
|Oct 2010

References

  1. Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, 52.
  2. Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64.
  3. Sagan, A. (2004). Jeden obraz ukazuje więcej niż 10 liczb, czyli jak budować mapy zadowolenia klienta z wykorzystaniem programu STATISTICA. StatSoft Polska.
  4. Sagan, A. (2003). Skale jako podstawowy instrument pomiaru w badaniach satysfakcji i lojalności. StatSoft Polska.
  5. Walesiak, M. (1996). Metody analizy danych marketingowych. Warszawa: Wydawnictwo Naukowe PWN.
  6. European Primer on Customer Satisfaction Management (2008). Warszawa: Kancelaria Prezesa Rady Ministrów.
DOI: https://doi.org/10.2478/v10031-009-0021-7 | Journal eISSN: 1898-0198 | Journal ISSN: 1730-4237
Language: English
Page range: 57 - 70
Published on: Oct 14, 2010
Published by: University of Szczecin
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year

© 2010 Iwona Markowicz, published by University of Szczecin
This work is licensed under the Creative Commons License.

Volume 8 (2009): Issue 1 (January 2009)