Skip to Main Content
Article navigation
Volume 4, Issue 6
1 December 1994
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 4, Issue 6
Case Report| December 01 1994

Delighting Customers: The Ten‐step Approach to Building a Customer‐driven Organization Available to Purchase

Peter Donovan;
Peter Donovan
Customer Satisfaction Manager at Northern Telecom Europe Ltd. The Ten Step Approach to Delighting Customers, forms the basis of their book Delighting Customers: How to Build a Customer‐Driven Organisation, Chapman & Hall, London (forthcoming).
Search for other works by this author on:
This Site
PubMed
Google Scholar
Timothy Samler
Timothy Samler
General Manager, Customer Satisfaction at Oracle Corporation UK Ltd. The Ten Step Approach to Delighting Customers, forms the basis of their book Delighting Customers: How to Build a Customer‐Driven Organisation, Chapman & Hall, London (forthcoming).
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1994
Managing Service Quality: An International Journal (1994) 4 (6): 38–43.
https://doi.org/10.1108/EUM0000000003940

Delighting customers should be a compelling business strategy. Details The Ten‐step Approach to Delighting Customers on which Northern Telecom Europe and Oracle Corporation UK based their customer‐driven programmes. Identifies perception as the fifth P of marketing management that distinguishes a customer‐driven organization.

Keywords:
Consumer attitudes, Customer satisfaction, Customers, Feedback, Kaizen, Oracle Corporation UK, Northern Telecom Europe
© MCB UP Limited
1994
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Please enter valid email address.
Email address must be 94 characters or fewer.
Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
345 Views
View Metrics
Cultural and psychological mechanisms explaining the relationship between supervisor incivility and hospitality employees’ work engagement
How consumers perceive and react to AI-chatbots in service recovery: the serial mediating role of mind perception and psychological distance
Health and safety climates: influences on engagement and retention for frontline service employees
Restoring trust: gratitude vs. apology in healthcare service recovery

Suggested Reading

Making service‐quality improvement work
Managing Service Quality: An International Journal (February,1996)
Consumer Awareness and Complaining Behaviour
European Journal of Marketing (July,1986)
An adaptation to ISO 9001:2000 for certified organisations
Managerial Auditing Journal (July,2002)
Customer responses to emotional labour in discrete and relational service exchange
International Journal of Service Industry Management (May,1998)
Gathering customer feedback via the Internet: instruments and prospects
Industrial Management & Data Systems (March,1998)

Related Chapters

Performance Management: A Marriage between Practice and Science – Just Say “I do”
Research in Personnel and Human Resources Management
Never Say Never: The Appropriate and Inappropriate Use of Praise and Feedback for Students with Learning and Behavioral Disabilities
Instructional Practices with and without Empirical Validity
Why Good Things May Not Happen in Knowledge-Intensive Acquisitions: The Neglect of Acquired Firm’s Customers
Mergers and Acquisitions, Entrepreneurship and Innovation

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Please sign in to your personal account to gift article access.

Register

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

Each link will stop working after 30 days or 10 uses. You may create up to 10 links in a 30 day period.

Gift articles remaining: --

Gift article access

As a benefit of your subscription, you can share temporary access to restricted articles.

Each link will stop working after 30 days or 10 uses.

You have reached the limit of 10 links within a 30 day period.

Sharing Unavailable

Sharing content requires targeting cookies to be enabled. Please update your cookie preferences to use this feature.