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| Author: | Naumann, E. Jackson, D. W. Jr. Rosenbaum, M. S. |
| Title: | How to implement a customer satisfaction program |
| Journal: | Business Horizons
2001 : JAN-FEB, VOL. 44:1, p. 37-46 |
| Index terms: | Consumer satisfaction Customers Quality assurance Service quality Hotel and catering industry Benchmarking |
| Language: | eng |
| Abstract: | Customer satisfaction has been a major topic of discussion in American boadrooms since 1980s, yet the exact formula for creating an effective customer satisfaction program is still murky. Given that customer satisfaction is positively related to loyalty, market share, growth, the importance of developing an effective program is critical. |
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