haku: @author Sharma, S. / yhteensä: 27
viite: 9 / 27
| Tekijä: | Sharma, S. |
| Otsikko: | A framework for monitoring customer satisfaction: an empirical illustration |
| Lehti: | Industrial Marketing Management
1999 : MAY, VOL. 28:3, p. 231-244 |
| Asiasana: | INDUSTRIAL MARKETING MANAGEMENT CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | This article presents an empirical illustration of a framework for monitoring customer satisfaction over time. Three years of data from a customer-satisfaction program of a large Fortune 500 firm is used to illustrate the framework and the associated methodologies. The framework provides management with important insights into monitoring and improving customer satisfaction. Any firm desiring to develop a program for systematically monitoring customer satisfaction easily can adapt the framework. |
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