... show a high level of satisfaction, a lack of standard satisfaction scales and the proliferation and excessive use of surveys (Altany, 1993; Mehta, 1990). Additional problems mentioned are haphazard ... offerings (see e.g. Parasuraman et al., 1985 & 1988 & 1991). Another stream of research is the performance-based approach (or linear regression approach) (see e.g. Cronin & Taylor, ... systematically documenting critical incidents, the supplier organization can gather valuable information regarding to the events that have very significantly affected the satisfaction of its...