haku: @author Ostrom, A. / yhteensä: 2
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| Tekijä: | Iacobucci, D. Grayson, K. Ostrom, A. |
| Otsikko: | Opinion: customer satisfaction fables |
| Lehti: | Sloan Management Review
1994 : SUMMER, VOL. 35:4, p. 93-96 |
| Asiasana: | MANAGEMENT FUTURE MARKETING |
| Kieli: | eng |
| Tiivistelmä: | Can a company constantly strive to exceed customers' expectations by providing service that "delights" or "amazes" them? Or is this just another marketing trend that really doesn't ensure that the customer will purchase the service again? Are customers always right, or are there some who may not be profitably worth satisfying? Do customers judge service on the core offering or on the supplemental "frills"? The authors point out that the concept of customer satisfaction is nothing more than good marketing. |
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