Essec\Faculty\Model\Contribution {#2233
  #_index: "academ_contributions"
  #_id: "8486"
  #_source: array:26 [
    "id" => "8486"
    "slug" => "towards-a-transnational-index-of-customer-satisfaction-a-conceptual-and-methodological-exploration"
    "yearMonth" => "1994-11"
    "year" => "1994"
    "title" => "Towards a Transnational Index of Customer Satisfaction : A Conceptual and Methodological Exploration"
    "description" => "AGRAWAL, M. et DESMET, P. (1994). <i>Towards a Transnational Index of Customer Satisfaction : A Conceptual and Methodological Exploration</i>. ESSEC Business School."
    "authors" => array:2 [
      0 => array:3 [
        "name" => "DESMET Pierre"
        "bid" => "B00000155"
        "slug" => "desmet-pierre"
      ]
      1 => array:1 [
        "name" => "AGRAWAL M."
      ]
    ]
    "ouvrage" => ""
    "keywords" => []
    "updatedAt" => "2020-12-17 21:00:33"
    "publicationUrl" => null
    "publicationInfo" => array:3 [
      "pages" => null
      "volume" => null
      "number" => null
    ]
    "type" => array:2 [
      "fr" => "Documents de travail"
      "en" => "Working Papers"
    ]
    "support_type" => array:2 [
      "fr" => "Editeur"
      "en" => "Publisher"
    ]
    "countries" => array:2 [
      "fr" => null
      "en" => null
    ]
    "abstract" => array:2 [
      "fr" => "Très peu de domaines, dans la recherche actuelle du marketing, ont attiré autant d'intérêt que celui de la satisfaction du client, ce qui a mené à une diversité de haut rang ainsi qu'à de nombreuses possibilités. Au milieu de tant d'abondance, ce papier plaide pour un développement du Transnational Index of Customer Satisfaction (TICS). Comme dans toute recherche sur un concept flou, l'article rend compte de son potentiel marketing et de l'obscurité de ses champs. Pour chaque question conceptuelle et méthodologique, un débouché a été identifié. Le but central du TICS est de contribuer davantage à la concurrence internationale, à la satisfaction du client en expliquant ce qu'elle constitue dans le TICS, ce qu'est l'utilité pratique du TICS."
      "en" => "Very few areas in contemporary marketing research have attracted as much attention as the issue of customer satisfaction (CS). This has led to a high degree of diversity and a number of interesting possibilities. In the midst of such affluence, this paper argues for developing a Transnational Index of Customer Satisfaction (hereinafter, TICS). As in any research on a nebulous concept, the paper reports its marketing potential and areas of darkness. For each conceptual and methodological issue, a way out too has been identified. The central purpose of TICS is to further contribute to international competitiveness, customer welfare by answering what constitutes customer satisfaction in TICS , and what is the pratical utility of TICS in the current global scene and, what are the most relevant conceptual, methodological and administrative issues for TICS."
    ]
    "authors_fields" => array:2 [
      "fr" => "Marketing"
      "en" => "Marketing"
    ]
    "indexedAt" => "2024-12-22T01:21:46.000Z"
    "docTitle" => "Towards a Transnational Index of Customer Satisfaction : A Conceptual and Methodological Exploration"
    "docSurtitle" => "Documents de travail"
    "authorNames" => "<a href="/cv/desmet-pierre">DESMET Pierre</a>, AGRAWAL M."
    "docDescription" => "<span class="document-property-authors">DESMET Pierre, AGRAWAL M.</span><br><span class="document-property-authors_fields">Marketing</span> | <span class="document-property-year">1994</span>"
    "keywordList" => ""
    "docPreview" => "<b>Towards a Transnational Index of Customer Satisfaction : A Conceptual and Methodological Exploration</b><br><span>1994-11 | Documents de travail </span>"
    "docType" => "research"
    "publicationLink" => "<a href="#" target="_blank">Towards a Transnational Index of Customer Satisfaction : A Conceptual and Methodological Exploration</a>"
  ]
  +lang: "fr"
  +"_type": "_doc"
  +"_score": 8.982854
  +"parent": null
}