Customer satisfaction – lip service or management tool?
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1995
Abstract
Customer satisfaction managers tend to be more concerned with simply measuring customer satisfaction than actually using the resulting information to build a business case for the improvement of service quality. Presents a simple methodology that any organization can use to move from measuring customer satisfaction to managing service quality using a four‐step procedure based on research; market damage assessment; action plan formulation; and policy implementation.
Keywords
Citation
Broetzmann, S.M., Kemp, J., Rossano, M. and Marwaha, J. (1995), "Customer satisfaction – lip service or management tool?", Managing Service Quality: An International Journal, Vol. 5 No. 2, pp. 13-18. https://doi.org/10.1108/09604529510083530
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited