The factor structure of customer satisfaction: an empirical test of the importance grid and the penalty-reward-contrast analysis
Matzler, K.International Journal of Service Industry Management 13 (4) : 314 ~ 332 [2002]
The asymmetric relationship between attribute-level performance and overall customer satisfaction : A reconsideration of the importance-perfor mance analysis
Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Program