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期刊名称: Journal of Business & Industrial Marketing
Volume:4    Issue:2        Page:33-42
ISSN:0885-8624

Creating an effective customer satisfaction program期刊论文

作者: Cina Craig
DOI:10.1108/EUM0000000002729

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页码: 33-42
出版者: MCB UP Ltd,Emerald Group Publishing Limited
期刊名称: Journal of Business & Industrial Marketing
ISSN: 0885-8624
卷期: Volume:4    Issue:2
语言: English
摘要: Proposes an effective customer satisfaction program. Demonstrates that successful services companies have service packages, such as minimum service requirements and value added services that distinguish them from competitors. Offers five steps to greater customer satisfaction that focuses on satisfaction audits, service strategy development, employee relations, implementing tactics, and maintenance and feedback. Concludes that marketers must ultimately have a good understanding of the marketplace.
相关主题: Programs, Service industries, Customer services, Market strategy, Factors, Employee relations programs, Customer relations, Success,

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