... , p. 405). Loyal customers build businesses by buying more, paying premium prices, and providing new referrals through positive word of mouth over time (Ganesh et al., 2000 , p. 65). In fact, companies in telecommunications are losing 2‐4 percent of their customers monthly; disloyal customers...

... satisfaction scores are required to achieve an overall customer satisfaction level. The quality improvement strategy outlined in this paper increased customer satisfaction significantly in just five months. Prior to 1987, telecommunication services in New Zealand were provided by the New Zealand Post...