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Customer satisfaction analysis: Identification of key drivers

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  • Conklin, Michael
  • Powaga, Ken
  • Lipovetsky, Stan

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  • Conklin, Michael & Powaga, Ken & Lipovetsky, Stan, 2004. "Customer satisfaction analysis: Identification of key drivers," European Journal of Operational Research, Elsevier, vol. 154(3), pages 819-827, May.
  • Handle: RePEc:eee:ejores:v:154:y:2004:i:3:p:819-827
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    References listed on IDEAS

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    1. Hart, Sergiu & Mas-Colell, Andreu, 1989. "Potential, Value, and Consistency," Econometrica, Econometric Society, vol. 57(3), pages 589-614, May.
    2. Bilbao, J. M., 1998. "Axioms for the Shapley value on convex geometries," European Journal of Operational Research, Elsevier, vol. 110(2), pages 368-376, October.
    3. Nowak, A.S. & Radzik, T., 1995. "On axiomatizations of the weighted Shapley values," Games and Economic Behavior, Elsevier, vol. 8(2), pages 389-405.
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    Cited by:

    1. Lamu, Admassu N. & Olsen, Jan Abel, 2016. "The relative importance of health, income and social relations for subjective well-being: An integrative analysis," Social Science & Medicine, Elsevier, vol. 152(C), pages 176-185.
    2. Miklós Pintér, 2011. "Regression games," Annals of Operations Research, Springer, vol. 186(1), pages 263-274, June.
    3. Chen, Li-Fei, 2012. "A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry," Omega, Elsevier, vol. 40(5), pages 651-659.
    4. Elina Dace & Agnis Stibe & Lelde Timma, 2020. "A holistic approach to manage environmental quality by using the Kano model and social cognitive theory," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 430-443, March.
    5. Ferreira, D.C. & Marques, R.C. & Nunes, A.M. & Figueira, J.R., 2018. "Patients’ satisfaction: The medical appointments valence in Portuguese public hospitals," Omega, Elsevier, vol. 80(C), pages 58-76.
    6. Stan Lipovetsky & W. Michael Conklin, 2015. "Predictor relative importance and matching regression parameters," Journal of Applied Statistics, Taylor & Francis Journals, vol. 42(5), pages 1017-1031, May.
    7. Quigley, John & Walls, Lesley, 2007. "Trading reliability targets within a supply chain using Shapley's value," Reliability Engineering and System Safety, Elsevier, vol. 92(10), pages 1448-1457.
    8. Vito Fragnelli & Josep Freixas & Montserrat Pons & Lluís Sanmiquel, 2016. "Measuring the relevance of factors in the occurrences of events," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 24(3), pages 535-561, September.
    9. Stan Lipovetsky & Igor Mandel, 2017. "Coefficients of Structural Association," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 285-313, March.
    10. Lipovetsky, Stan & Conklin, Michael, 2014. "Finding items cannibalization and synergy by BWS data," Journal of choice modelling, Elsevier, vol. 12(C), pages 1-9.
    11. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
    12. Tejada, Juan & Molina, Elisenda & Flores Díaz, Ramón Jesús, 2013. "The Shapley group value," DES - Working Papers. Statistics and Econometrics. WS ws133430, Universidad Carlos III de Madrid. Departamento de Estadística.
    13. Ulrike Grömping & Sabine Landau, 2010. "Do not adjust coefficients in Shapley value regression," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 26(2), pages 194-202, March.
    14. Karl Ortmann, 2013. "A cooperative value in a multiplicative model," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 21(3), pages 561-583, September.
    15. Chen, Chun-Chih & Chuang, Ming-Chuen, 2008. "Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design," International Journal of Production Economics, Elsevier, vol. 114(2), pages 667-681, August.

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