KLM

David Jackson

Chapter 13 in Dynamic Organisations, 1997, pp 215-221 from Palgrave Macmillan

Abstract: Abstract Understanding the customer is the staple diet of a dynamic organisation. Several years ago people doubted that customer satisfaction could be objectively and effectively measured. Few tried. This case study focuses narrowly on a very effective and thorough approach to understanding and measuring what it is that makes customers want to return to the same organisation.

Keywords: Customer Satisfaction; Dynamic Organisation; Gold Medal; Gold Silver; Repurchase Intention (search for similar items in EconPapers)
Date: 1997
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-14169-2_13

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DOI: 10.1007/978-1-349-14169-2_13

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