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- W3204355541 abstract "Positive word-of-mouth from customers (captured through the Net Promoter Score) has been considered for years as the ultimate way of measuring their satisfaction. This paper confirms the relevance to integrate a new indicator in customer's satisfaction measurement: Customer Effort Score (CES). A field study was conducted on 319 customers who had complained to their insurance company. Results identify the levers of their satisfaction and the impact of CES. Furthermore, results highlight CES impact on some specific satisfaction components. Managerial implications are discussed as well as future research directions." @default.
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- W3204355541 date "2019-01-01" @default.
- W3204355541 modified "2023-09-27" @default.
- W3204355541 title "Complaining Behavior and Satisfaction: Customer’s Effort Score Shuffle the Cards [Réclamation et satisfaction : l’effort perçu du client rebat les cartes]" @default.
- W3204355541 hasPublicationYear "2019" @default.
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