haku: @indexterm quality assurance / yhteensä: 148
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Tekijä:Naumann, E.
Jackson, D. W. Jr.
Rosenbaum, M. S.
Otsikko:How to implement a customer satisfaction program
Lehti:Business Horizons
2001 : JAN-FEB, VOL. 44:1, p. 37-46
Asiasana:Consumer satisfaction
Customers
Quality assurance
Service quality
Hotel and catering industry
Benchmarking
Kieli:eng
Tiivistelmä:Customer satisfaction has been a major topic of discussion in American boadrooms since 1980s, yet the exact formula for creating an effective customer satisfaction program is still murky. Given that customer satisfaction is positively related to loyalty, market share, growth, the importance of developing an effective program is critical.
SCIMA tietueen numero: 221586
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