... Emerald Group Publishing Limited 2016 Customer satisfaction Community of practice Innovation Autonomy Best practices Managerial control Communities of practice (CoPs) are groups of individuals who share a common interest in a specific topic and gain knowledge about such a topic...

.... Professor Rod McColl can be contacted at: rod.mccoll@esc-rennes.fr © Emerald Group Publishing Limited 2013 Qualitative research Customer satisfaction Service quality Service guarantees Services marketing Customer charters Although product guarantees began in the USA in the 1850s...

... (obtained from Compustat) for companies whose corporate names are synonymous with their brand (e.g. Apple, McDonald's, Nike) formed the basis for testing the proposition of interest. Yearly brand equity data obtained from Interbrand, and customer satisfaction (CS) ratings from the American Customer...

... on, how much to invest, and how soon? The fixation with excellence in customer satisfaction doesn't clarify the issue. Many forums promise to reveal the success secrets of companies that have mastered “segment‐of‐one” intimacy, which explains much about the urge to assess best practices. The mistake...

... Competitive strategy Marketing Customer satisfaction As services grow more complex, the effort required to successfully address these issues is growing, also. IBM announced in 2002 that it was shifting $1 billion of its R&D budget for the next three years away from traditional information...

... to adjacent markets. Uses figures and a table to expound on the theme. Concludes that streamlining, focusing and expanding through adjacent markets is proving to be a successful strategic model for companies. Customer satisfaction Contracting out Strategic planning © MCB UP Limited 2003 ...

...Bruce L. Katcher Emphasizes that, when conducted properly, customer satisfaction surveys can provide a wealth of information, with direct relevance to an organization’s strategic plan, but when done improperly such surveys provide interesting but on the whole not very useful information. Sums up...