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| Tekijä: | Fanjoy, B. |
| Otsikko: | Bringing financial discipline to service quality |
| Lehti: | TQM Magazine
1994 : VOL. 6:6, p. 57-62 |
| Asiasana: | COMPENSATION CUSTOMERS SERVICE INDUSTRIES |
| Kieli: | eng |
| Tiivistelmä: | The article describes annuitized valuation, which is a tool to measure the financial value of customer relationships. It measures the asset value of customer and represents the potential net cash flow of customers, over time. The paper can identify an imbalance (called a reward paradox) in the compensation policies of service firms. Avoiding this paradox must be a strategic imperative of firms committed to service quality leadership. |
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