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Customer satisfaction – lip service or management tool?

Scott M. Broetzmann (Senior Manager for TARP Europe Ltd, a customer service research and consulting firm which helps companies to maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia in the design and implementation of customer satisfaction improvement strategies. Further information is available by phoning 0171 793 1866.)
John Kemp (Senior Manager for TARP Europe Ltd, a customer service research and consulting firm which helps companies to maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia in the design and implementation of customer satisfaction improvement strategies. Further information is available by phoning 0171 793 1866.)
Mathieu Rossano (Senior Manager for TARP Europe Ltd, a customer service research and consulting firm which helps companies to maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia in the design and implementation of customer satisfaction improvement strategies. Further information is available by phoning 0171 793 1866.)
Jay Marwaha (Senior Manager for TARP Europe Ltd, a customer service research and consulting firm which helps companies to maximize customer satisfaction and loyalty. Since 1972, TARP has assisted over 500 major companies in North America, Europe, Asia and Australia in the design and implementation of customer satisfaction improvement strategies. Further information is available by phoning 0171 793 1866.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

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

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Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited

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