...Mahsa Shokrani; Mohammad Haghighi; Morteza Paricheh; Mina Shokrani Purpose Although customer satisfaction (CS) has been evaluated through using statistical and decision-making techniques so far, no research, to the best of the authors’ knowledge, has been conducted for implementing both groups...

...Solimun; Adji Achmad Rinaldo Fernandes Purpose The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty, in a study in Telkomsel-Indonesia. The product...

... almost nothing to the improvement of customer satisfaction and value, or service quality, cycle time and employee motivation. Accordingly, different perspectives have been introduced to help firms compete successfully and survive in the long‐term, for example, the special interests of other...

...Dennis J. Adsit; Manuel London; Steven Crom; Dana Jones Describes how relationships were studied between employee attitudes, customer satisfaction, productivity, and administrative effectiveness at two points in time in a computer‐hardware customer‐service organization ‐ 281 employees from 92...

... to manufacturing; quality improvement programmes now stress a customer focus, employee training and empowerment, top management support and commitment. However, no tool, TQM included, is effective if used improperly. Customer satisfaction Customer service Evaluation Participation TQM Uses and Criticisms...

..., M.J. and Bounds, G. (Eds), Competing Globally through Customer Value: The Management of Strategic Suprasystems, Quorum Books, New York, 1991. Non-degree Executive Education 11 © MCB UP Limited 1992 Management development Consumer attitudes Business schools Customer satisfaction...

... for the company and for their own self‐development. © MCB UP Limited 1990 Customer satisfaction Consumer behaviour Employee development Skills Journal of Management Development 9,1 24 Development Partnership The Centre of Managerial Development in a Competitive Environment Edward E. Sutton...