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| Author: | Conrad, C. Brown, G. Harmon, H. |
| Title: | Customer satisfaction and corporate culture: a profile deviation analysis of a relationship marketing outcome |
| Journal: | Psychology and Marketing
1997 : OCT, VOL. 14:7, p. 663-674 |
| Index terms: | PSYCHOLOGY MARKETING CUSTOMER RELATIONS |
| Language: | eng |
| Abstract: | Customer satisfaction has been identified as an important relationship marketing outcome. As such, firms should continually track and assess customer satisfaction. The following study examines how four elements of corporate culture combine to form an optimal mix that encourages attention to and measurement of customer satisfaction. Culture is operationalized as a pattern of values and beliefs that aid individuals in understanding organizational functioning. |
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