Customer satisfaction and business excellence

Bidragets oversatte titel: Customer satisfaction and business excellence

Kai Kristensen, Anne Martensen, Lars Grønholdt

Publikation: KonferencebidragPaperForskning

Abstract

The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic performance.
Bidragets oversatte titelCustomer satisfaction and business excellence
OriginalsprogEngelsk
Publikationsdato1998
StatusUdgivet - 1998
BegivenhedThe First International Conference on Performance Measurement, Centre for Business Performance, University of Cambridge, Judge Institute of Management Studies, 1998. In: Performance measurement - theory and practice / Ed.by Andy D.Neely and -
Varighed: 14 jul. 199817 jul. 1998

Konference

KonferenceThe First International Conference on Performance Measurement, Centre for Business Performance, University of Cambridge, Judge Institute of Management Studies, 1998. In: Performance measurement - theory and practice / Ed.by Andy D.Neely and
Periode14/07/199817/07/1998

Emneord

  • HHÅ forskning

Citationsformater