| Author: | Mueller, W. |
| Title: | Gaining competitive advantage through customer satisfaction |
| Journal: | European Management Journal
1991 : JUNE, VOL. 9:2, p. 201-211 |
| Index terms: | BRAND LOYALTY CUSTOMERS COMPETITIVENESS |
| Language: | eng |
| Abstract: | Review of implementing customer satisfaction (CS) policies in Europe as a key to future corporate success in the market. How new market mechanisms change key factors of success. Competitive effect of satisfied customers. Measuring CS and defining targets. Aligning key value proposals with customer expectations. Service innovations. Proactive distribution management. Focusing the entire business on CS. Interface management. Five Figures illustrate the study. |
SCIMA