An assessment of customer satisfaction management practices

M.Phil. (Engineering Management) === For over a decade, customer satisfaction has received increasing attention in marketing. Customer satisfaction is related to loyalty, which in tum is linked to increased profitability, market share, growth, and decreased costs.8 During the 1980s, Japanese firms w...

Full description

Bibliographic Details
Main Author: Shao, Ziqiong
Published: 2014
Subjects:
Online Access:http://hdl.handle.net/10210/9286