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| Author: | Taylor, A. |
| Title: | Top box: rediscovering customer satisfaction |
| Journal: | Business Horizons
2003 : SEP/OCT, VOL. 46:5, p. 3-14 |
| Index terms: | Consumer satisfaction Consumer attitudes Customers Companies Management |
| Language: | eng |
| Abstract: | This article deals with improving customer satisfaction. Enterprise Rent-A-Car's dramatic growth in the early 1990s was suspected by CEO Andy Taylor to jepardize the quality and consistency of customer service. The company took the bold step of tying field managers' career advancement directly to their operations' customer satisfaction performance, as measured by a monthly customer survey (the Enterprise Service Quality index or ESQi). |
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