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| Author: | Gale, B. |
| Title: | Customer satisfaction - relative to competitors - is where it's at |
| Journal: | Marketing and Research Today
1994 : FEB, VOL. 22:1, p. 39-53 |
| Index terms: | CUSTOMERS QUALITY SHAREHOLDER VALUE |
| Language: | eng |
| Abstract: | As many former market leaders have shown recently, responding to changing needs on the marketplace is a strategy that may get you there too late. The research in this article, and the insights you can gain by better understanding the continuing shifts in your own competitive position, enable you to drive the dynamics of your marketplace so you can win in the future. Business-unit-level information can be obtained from the PIMS database, which contains confidential information on business units that are not publicly held. |
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