4 Data gathering

In chapter three I have captured the empirical research structure by its type, strategy and method, objectivity and reliability, data collection, data processing, and research assessment. In this chapter I will describe how the relevant data is collected, which data is gathered, and justify among who the data is acquired with a direct relation to internal document, customer satisfaction.

4.1 Document analyses

I have studied and examined academic papers, thesis and dissertations regarding relevant customer satisfaction and customer satisfaction modelling. All documents where public available. For more information see download library.

Studied and examined documents:

  • Customer satisfaction and customer value (thesis university of Hasselt)
  • Customer satisfaction surveys (commercial white paper)
  • Relation management & customer satisfaction in B2B (com. white paper)
  • Measuring customer satisfaction (com. white paper)
  • The six laws of customer experience (com. white paper)
  • The evolution and future of national customer satisfaction index models. (research paper University of Michigan)
  • An analysis of the new Norwegian customer satisfaction barometer in a super market context ( research paper university of Rio Grando do Sul)
  • A comparative study on several national customer satisfaction indices (research paper university of Shanghai)
  • Guidance on capturing customer satisfaction results (com. white paper)
  • Customer satisfaction and stock prices : high returns low risk (Journal of marketing)
  • The ultimate question – NPS (HBR book)
  • Why satisfied customers defect (HBR reprint)
  • The one number you need to grow (HBR reprint)