Customer and Corporate Productivity: Measuring Customer Satisfaction and Corporate Performance

David Walters
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David Walters: European Business School

Chapter 13 in Retailing Management, 1994, pp 227-246 from Palgrave Macmillan

Abstract: Abstract The issues arising when considering implementing decisions and their implications for the business were discussed earlier. In this chapter we address performance expectations and measurement. It is suggested that corporate success is a combination of meeting customer satisfaction criteria and the achievement corporate performance requirements. Figure 13.1 illustrates how these are interrelated. We shall expand the notion suggested by Figure 13.1 by linking customer satisfaction and corporate performance requirements by considering how they share mutual performance measures.

Keywords: Customer Satisfaction; Market Segment; Corporate Performance; Trade Creditor; Food Retailer (search for similar items in EconPapers)
Date: 1994
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-23488-2_13

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DOI: 10.1007/978-1-349-23488-2_13

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