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| Author: | Anderson, E. W. Fornell, C. Rust, R. T. |
| Title: | Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services |
| Journal: | Marketing Science
1996 : Vol. 16:2, p. 129-145 |
| Index terms: | CUSTOMERS PRODUCTIVITY PROFITABILITY |
| Language: | eng |
| Abstract: | There is a widespread belief that firms should pursue superiority in both customer satisfaction and productivity. However, there is reason to believe these two goals are not always compatible. If a firm improves productivity by "downsizing," it may achieve an increase in productivity in the short-term, but future profitability may be threatened if customer satisfaction and productivity for industries as diverse as airlines, banking, education, hotels, and restaurants. Managers in these types of service industries, as well as goods industries in which the service component is increasing, need to understand whether or not this is the case. |
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