Best Practice Customer Value and Satisfaction Cultures

Michael S. Garver and Robert L. Cook

American Journal of Business, 2001, vol. 16, issue 1, pages 11-22

Abstract: To use customer value and satisfaction data effectively, the company culture must embrace, support, and encourage customer value and satisfaction initiatives. The purpose of this article is to discuss the nature of a customer value and satisfaction culture and to model how best practice companies transform their cultures. The research results make a contribution to the literature by revealing unique insights into the nature of a customer value and satisfaction culture and by offering practitioners a model of how to manage such a culture.

Keywords: Best practise; Customer satisfaction; Customer value; Customer value culture (search for similar items in EconPapers)
JEL-codes: R00 Z0 (search for similar items in EconPapers)
Date: 2001
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