Meeting and Exceeding Customer Expectations

Robert S. Fleming and Michelle Kowalsky
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Robert S. Fleming: Rowan University
Michelle Kowalsky: Delaware County Community College

Chapter 40 in Realizing Organizational Effectiveness, 2024, pp 135-136 from Springer

Abstract: Abstract As important as understanding the expectations of current and potential customers is, that understanding alone does little to move an organization forward in attaining its desired present and future states. This understanding must serve as the basis for action that ensures that customer expectations are not only understood, but also embraced and acted upon not only by an organization’s leaders, but also by its overall team of managers and employees.

Date: 2024
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DOI: 10.1007/978-3-031-80516-5_40

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