Kurt Matzler,
"The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis"
, in Industrial Marketing Management, Vol. 33, Seite(n) 271-277, 5-2004, ISSN: 0019-8501
Original Titel:
The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis