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| Tekijä: | Fredericks, J. O. Salter, J. M. |
| Otsikko: | Beyond customer satisfaction (Absatzstrategie, Konsumentenverhalten) |
| Lehti: | Management Review
1995 : MAY, VOL. 84:5, p. 29-32 |
| Asiasana: | |
| Vapaa asiasana: | MARKETINGSTRATEGIE, KUNDE, QUALITÄTSPOLITIK |
| Kieli: | eng |
| Tiivistelmä: | Focusing on increasing customer loyalty rather than just customer satisfaction is the way to increase market share and directly boost profitability. Whether you are a business to business supplier or a consumer goods firm, the key to this loyalty centered approach is to develop and manage the customer value package: price, product quality, innovative service quality and image. |
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