Customer Satisfaction Management is a strategic quality assurance process that systematically identifies, measures, and enhancescustomer perceptions of product or service quality to ensure alignment with stated requirements and organizational excellence objectives.
2.5K
Publications
178.9K
Citations
5.5K
Authors
1.9K
Institutions
Publications per year
2017–2026
852
Parents
Publications
2.5K
Measurement and evaluation of satisfaction processes in retail settings.
Richard L. Oliver · 1981 · 2.2K citations
1–5 of 2.5K
Authors
5.5K
- KK
10
h-index
- EG
10
h-index
- AG
9
h-index
- KM
7
h-index
- MD
7
h-index
1–5 of 5.5K
Institutions
1.9K
Hong Kong Polytechnic University
Hong Kong, Hong Kong
21 h-index
60 publications
2.7K citations
University of Michigan
Ann Arbor, United States
15 h-index
25 publications
9.8K citations
University of Central Florida
Orlando, United States
14 h-index
26 publications
7.3K citations
Pennsylvania State University
State College, United States
14 h-index
19 publications
1.3K citations
Michigan State University
East Lansing, United States
14 h-index
18 publications
4.3K citations
Universiti Sains Malaysia
George Town, Malaysia
13 h-index
23 publications
1.4K citations
Universitas Patria Artha
Makassar, Indonesia
13 h-index
32 publications
820 citations
University of Technology Malaysia
Johor Bahru, Malaysia
12 h-index
31 publications
1.5K citations
1–8 of 1.9K
Venues
- Total Quality Management
40 publications · 4.3K citations
28
h-index
- Managing Service Quality
MSQ · 40 publications · 2.9K citations
28
h-index
- Total Quality Management & Business Excellence
49 publications · 2K citations
26
h-index
- Journal of Services Marketing
33 publications · 3.9K citations
26
h-index
- International Journal of Quality & Reliability Management
28 publications · 2.9K citations
25
h-index
1–5