Hoofdstuk 5: Customers

Wat zijn customers?

Model 34 Rokeach, M. 1968 Value survey
Model 35 Howard, J. & Sheth, J. 1969 Consumer behaviour
Model 36 Storm, C. 1987 Retail, Reputation, Relation
Model 37 Kraljic, P. 1983 Purchasing
Model 38 Gronroos, C. 1984 Service Quality
Model 39 Kano, K. 1984 Customer satisfaction
Model 40 Petty, R. & Cacioppo, J. 1986 Elaboration Likelihood Model
Model 41 Heskett, J. et al. 1994 Service profit chain
Model 42 Jones, T. & Sasser, E. 1995 Customer loyalty
Model 43 Li, C. & Solis,B. 2013 Six Stages of social business transformation