The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis

@article{Matzler2004TheAR,
  title={The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis},
  author={Kurt Matzler and Franz Bailom and Hans H. Hinterhuber and Birgit Renzl and Johann Pichler},
  journal={Industrial Marketing Management},
  year={2004},
  volume={33},
  pages={271-277}
}

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