... 1987). The key weakness of CIT and SIT is that when recording the customer incidents, they cannot determine the relative importance of these incidents (Stauss & Weinlich, 1997). Some incidents ... to invest more resources in measuring the satisfaction of one customer account, when the customer base is small, since if the results of the measurement activity are not correct, the financial ... continuous scientific debate. In the context of B2B project deliveries, the offering often contains a complex product (or hardware) component, and a service component including all the interpersonal...