Journal Article10.2307/1252129
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
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Abstract: Many individual companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level. The annual Customer Satisfaction Baro...
read more
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The financial contribution of customer-oriented marketing capability
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New public management: Evaluating the success of total quality management and change management interventions in public services from the employees' and customers' perspectives
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Scales in services marketing research: a critique and way forward
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TL;DR: The purpose of this paper is to illustrate some of the drawbacks of using scales for measuring service quality without due recognition of the limitations and rigidity of such scales, especially when they are applied to the complexity of service marketing situations and contexts.
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Customer Satisfaction in Tourist Destination: The Case of Tourism Offer in the City of Naples
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Competitive Strategy: Techniques for Analyzing Industries and Competitors
TL;DR: Porter as mentioned in this paper presents a comprehensive structural framework and analytical techniques to help a firm to analyze its industry and evolution, understand its competitors and its own position, and translate this understanding into a competitive strategy to allow the firm to compete more effectively to strengthen its market position.
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Exit, voice, and loyalty : responses to decline in firms, organizations, and states
TL;DR: Zimbardo et al. as discussed by the authors studied the effects of severity of initiation and high penalties for exiting from public goods (and evils) on consumer reactions to price rise and quality decline in the case of several connoisseur goods.
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Marketing management: analysis. planning. implementation and control
Philip Kotler
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TL;DR: In this paper, the authors discuss the critical role of marketing in organizations and society, and propose a set of strategies for the global marketplace, including direct marketing, sales-promotion, and public-relations.
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Zero defections: quality comes to services.
TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
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